oaknorth.ai - OakNorth - Director of Marketing Operations

• 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.