Customer Marketing Manager

About the role

The Customer Marketing Manager is a junior manager responsible for OLIVER's client loyalty, advocacy, and retention marketing programmes. You'll develop client journey frameworks, run the referral and testimonial programme, identify and activate case study opportunities, plan client events and experiences, produce client communications, and support upsell and cross-sell activity through CRM-triggered campaigns and client-team enablement. You'll work closely with the ABM Lead on account expansion opportunities - providing the client engagement infrastructure and advocacy assets that support ABM account planning and commercial growth. You'll also collaborate with the Awards Lead on case study identification and co-publishing, the PR Lead on advocacy and testimonial content, the Demand Generation Lead on CRM triggers and nurture, and the Content & Campaigns Lead on client communications and content. This is a broad, hands-on role. You'll be building programmes, writing content, managing relationships, and coordinating across multiple internal teams - developing your marketing management skills across a genuinely varied remit

Responsibilities

• Loyalty & Retention
• Develop and manage OLIVER's client journey mapping - understanding the key moments in a client relationship where engagement, recognition, and proactive communication make the biggest difference to loyalty and retention.
• Build and run a structured client engagement programme: identifying at-risk accounts, recognising milestone moments, and ensuring clients feel consistently valued throughout their relationship with OLIVER.
• Work with account directors and managing partners to maintain a clear view of client health across the portfolio - providing marketing support that helps strengthen relationships before issues arise.
• Track retention metrics and client engagement signals, feeding insight back to the ABM Lead and Global Head of Marketing.
• Advocacy & Referral Programme
• Own OLIVER's client advocacy programme - identifying satisfied clients who are well-placed to become active advocates and developing a structured approach to referral, testimonial, and peer recommendation.
• Build and maintain a testimonial bank: coordinating with account teams to gather client quotes, video testimonials, and endorsements - managing approvals, organising assets, and keeping the library current and commercially useful.
• Lead OLIVER's NPS programme: managing survey design and distribution, analysing results, synthesising insight, and presenting findings to the Global Head of Marketing and senior leadership with clear recommendations for improvement.
• Develop the referral programme: working with the ABM Lead and commercial leadership to build a structured approach to client-led introductions and recommendations.
• Case Study Activation
• Work alongside account directors and the Awards Lead to identify client work that is suitable for public case study development - building a live pipeline of potential case studies across OLIVER's studio portfolio.
• Lead the client approval and co-publishing process for customer marketing case studies - managing client relationships through account teams to secure permissions, results data, and sign-off in a timely and sensitive way.
• Develop short-form case study content for client-facing use: credentials decks, website proof points, and sales enablement materials - working with the Brand Lead and Content & Campaigns Lead to ensure quality and consistency.
• Coordinate case study amplification with the Content & Campaigns Lead and PR Manager - ensuring approved case studies reach the right audiences through the right channels.
• Client Events & Experiences
• Plan and coordinate client events and experiences that deepen relationships, build advocacy, and create commercial opportunities - including roundtables, client entertainment, and speaker participation programmes.
• Work with the Content & Campaigns Lead and Regional Field Marketing Executives on event strategy and production, contributing client engagement objectives and audience management.
• Develop speaker pitches for OLIVER clients - identifying opportunities for clients to participate in OLIVER-hosted or industry events in ways tha

Benefits

Additional Information

Established in 2004, OLIVER is the world's first and only specialist in designing, building, and running bespoke in-house agencies and marketing ecosystems for brands. We partner with over 300 clients in 40+ countries and counting. Our unique model drives creativity and efficiency, allowing us to deliver tailored solutions that resonate deeply with audiences. As a part of The Brandtech Group , we're at the forefront of leveraging cutting-edge AI technology to revolutionise how we create and deliver work. Our AI solutions enhance efficiency, spark creativity, and drive insightful decision-making, empowering our teams to produce innovative and impactful results. Role: Customer Marketing Manager Location: London, United Kingdom

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