Customer Acquisition and Onboarding Team Lead


About the role


You will be managing team of Customer Communication managers to deliver an integrated marketing communication strategy across the Acquisition & Onboarding customer lifecycle journey, across all products, brands and markets.


What you will be doing?


  • Deliver a comprehensive global customer communication strategy for the customer lifecycle, tailored to the market/brand/product/customer
  • Act as the team interface and the ‘go-to' person for all agencies, suppliers and stakeholders
  • Initiate the requirement and manage the development process of global creative that has a precise focus on the customer insight and delivers customer engagement and response
  • Own the delivery of creative – through internal/external providers
  • Lead on-going customer segmentation in the lifecycle stage to identify insights and target customer segments with relevant campaigns
  • Effectively communicate campaign plan and requirements to the Marketing Services and Marketing Intelligence teams enabling them to execute timely and accurately
  • Work closely with Customer Strategy Management team to prioritise campaigns and offers from a customer perspective and ensure that communication strategy best delivers the commercial objectives
  • Develop and deliver local, relevant and targeted customer journeys using relevant customer channels such as onsite messaging, email, SMS, push notifications, programmatic, DM, outbound calling.
  • Develop campaigns based on specific customer profile, behavioural or events and continually optimise through a test and learn approach
  • Own the mobile experience of campaigns (mobile responsive creative, deep linking experience, app engagement)
  • Ensure that the brand tone is deployed consistently for each brand and lead the brand tone guardianship for all brands
  • Ensure that the campaign execution and delivery is completed as per plan and all the relevant stakeholders are informed of the volumes, performance and outcomes
  • Monitor and champion adoption of best practice in communication for the life stage segment in the industry and wider consumer marketing
  • Do a comprehensive promotion/campaign analysis on a regular basis and present to the key stakeholders


How will success be measured in this role?


  • Regular performance reviews with your line manager
  • OKR's and Team KPI's such as Revenue Gross Win, Net Retention Rate, Active Customers, New Depositing Players and Bonus Spend.
  • Acting in line with Kindred Group values
  • Successful completion of all relevant training and other compliance activities that support Kindred's sustainable and responsible growth


What will you need?


  • Strategic direct marketing thinker with a proven ability to innovate, implement and optimise
  • Experience working with creative agency partners to develop effective direct marketing creative. Must understand the creative development process well.
  • Experience of managing a team of CRMs/ direct marketers
  • Proven track record of being able to develop and implement a campaign strategy based on an understanding of the customer needs, insights, attitudes and behaviours
  • Quite data literate, an ability to extract customer insight from data
  • Great organisation, planning and prioritization skills, with strong attention to detail
  • Combine an ability to inspire/ create insightful creative and copy while bringing an analytical and data driven approach
  • Strong experience of implementing, driving and managing complex multi-channel campaigns.
  • Reporting and analytical skills required.
  • Proactivity and ability to collaborate
  • Strong communication and stakeholder management skills


Application process


Click on the "Apply Now" button and complete the short web form. Please add a covering letter in English to let us know your motivation for applying and your salary expectation. Our Talent Acquisition team will be in touch soon.

Close map
Kindred House, 17-25 Hartfield Road, Wimbledon, London, United Kingdom, SW19 3SE
  • Reference Number:
  • Office:
  • Type of Employment:
    Full time permanent
25 Days Holiday
Private Medical
Wellbeing Allowance
Maternity/Paternity leave
Eye test
3 days CSR leave
Anniversary awards
Travel loan
Share this page

Job Alerts

If this job is not for you but you are interested in jobs similar to this, then click the button below to be the first to know about them.