Director of Marketing Operations

We are hiring a Director of Marketing Operations to own the systems, data, processes and controls that make OakNorth’s marketing function effective and scalable, and to operate as the named operational delegate of the SMF holder for financial promotions and customer communications.

Requirements

• Set the strategy & plan for marketing operations
• Define and own the long-term MarTech roadmap and execution aligned to OakNorth’s commercial objectives
• Establish a clear operating model across marketing, sales and product handoffs
• Lead prioritisation of systems investment, tooling decisions and integration strategy
• Partner with the Design & Brand lead to enforce brand and tone-of-voice at the systems level
• Own commercial systems architecture
• Oversee the architecture and optimisation of Salesforce, HubSpot, Iterable, Apollo and associated data platforms
• Drive improvements in attribution, lead routing, lifecycle automation and reporting across the BU funnels
• Ensure systems are integrated, scalable and operationally resilient (PRA SS2/21, FCA/PRA Operational Resilience PS21/3)
• Reduce operational risk and eliminate single points of failure across the stack
• Own customer communications infrastructure
• Set governance standards across transactional, lifecycle and marketing communications
• Own the marketing preference centre and suppression infrastructure (UK GDPR, PECR, soft opt-in, cookie consent)
• Deploy lifecycle journeys that move retention and engagement, particularly in Personal Savings
• Maintain the operational boundary between marketing comms and servicing/regulatory comms
• Build vulnerable-customer routing and Consumer Duty outcomes monitoring into the comms stack
• Operate the complaints-traceable-to-comms feedback loop with Customer Operations
• Lead web and digital operations strategy
• Own vendor selection and management for the marketing stack, including planning and managing budgets
• Own CMS strategy & migration and the governance of content: approval gating, version logs, staged environments, role-based access, rollback
• Optimise web conversion across PS, BB and Lending pages in close partnership with growth marketers in each Business Unit
• Own web performance, accessibility (WCAG 2.2 AA), hosting, incident response, tag governance and analytics
• Own cookie consent and PECR compliance on the website estate
• Drive performance insights, pipeline design and commercial intelligence
• Define the commercial reporting framework across marketing
• Own pipeline design, stage definitions and marketing-to-sales handoffs
• Improve attribution and revenue visibility across the funnel
• Ensure leadership has clear, reliable and decision-ready performance insight
• Track performance metrics for marketing initiatives alongside quality and compliance KPIs
• Ensure data integrity, reporting accuracy and rigorous data quality standards across marketing systems
• Implement scalable processes for reconciliation, forecasting support and commercial reporting
• Partner with Technology and Product to shape CRM enhancements and roadmap priorities
• Operate financial promotions and regulated comms governance
• Own the financial promotion approval workflow end-to-end across the Bank
• Maintain the Marketing Compliance operating model in line with relevant regulatory frameworks
• Operate as the named operational delegate of the SMF holder, with effective controls and documented procedures
• Partner with 1LOD & 2LOD risk experts to maintain the Marketing Risk & Controls matrix
• Own affiliate channel governance: vetting, content pre-approval, ongoing monitoring, contractual conduct standards
• Lead financial promotion training for marketers and BU stakeholders
• Champion innovation and automation
• Achieve AI-driven productivity gains across marketing workflows
• Introduce scalable automation across the marketing workflows for efficiency, while maintaining quality guardrails
• Own and operate the AI-in-marketing policy: pre-publication review on customer-facing content, prohibited use cases, content provenance logging, periodic QA

Benefits

• 25 days holiday
• Hybrid role
• Personalized benefits – opt-in to what matters to you
• Subsidised Private Medical Insurance with Bupa
• Enhanced maternity and paternity leave
• Wellbeing and social events
• In-house Barista Bar in London office
• Support causes that matter to you – Volunteering time off
• Salary sacrifice schemes (Cycle to work, nursery, gym, electric car scheme)