Head of Customer Marketing

Department: Marketing

Location: Home based, UK (with occasional travel to our London office)

Reports to: Marketing Director

Hours: 37.5 per week

Salary: (Depending on experience)

Role Overview

As the Head of Customer Marketing at Cambridge Spark, you will own client marketing as a strategic function and build it from the ground up. You are a champion of our clients – the person who makes sure the value they get from us is visible, and who in partnership with sales turns strong relationships into deeper, growing partnerships. Your focus is value creation, retention and expansion: setting the marketing strategy for how we grow our existing accounts, and leading the marketing that drives cross-sell, up-sell and long-term retention.

This is a land-and-expand role that works across the whole client relationship. You will own how we map, prioritise and target our client base, and set a considered account-based approach – including tailored, one-to-one content and communications – for our most important accounts. You will partner with both our new business team and our account management team, across our apprenticeship and commercial training work, and across the sectors we serve – NHS, public sector and private sector. It is a strategic, hands-on role for someone commercially minded, brilliant with people, and motivated by demonstrating real client impact and return on investment.

Key responsibilities:

• Own the client marketing strategy – setting the direction, priorities and plan for how we grow value across our existing accounts, and being accountable for its impact.
• Own account mapping, prioritisation and targeting – segmenting the client base, identifying where the expansion potential sits, and deciding where marketing effort is focused.
• Set and run an account-based marketing approach for priority accounts, including one-to-one tailored content, campaigns and communications for named strategic clients.
• Drive expansion, cross-sell and up-sell in close partnership with both the account management and new business teams, on a land-and-expand basis.
• Own the client impact and ROI story – producing case studies, testimonials and results-led content that evidence the value clients get from Cambridge Spark.
• Partner with clients on their internal and external communications needs – supporting the internal comms that drive programme engagement and adoption, and the external comms that showcase their success.
• Plan and deliver client events and educational content - in partnership with wider marketing team-  that deepen relationships, demonstrate expertise and keep clients engaged between commercial moments.
• Build advocacy and reference programmes, turning our strongest clients into referenceable accounts, advocates and speakers.
• Work across sectors – NHS, public sector and private sector – and across both apprenticeship and commercial training, tailoring the approach to each context.
• Build and lead the client marketing team as it grows, and measure and report on impact including expansion-influenced revenue, retention and advocacy.

Candidate Specification:

Essential

• A strategic thinker who can set account priorities and targeting, not just execute campaigns – with strong content and campaigns craft behind it.
• Experience of account-based or account-led marketing, and of tailoring content and communications to named strategic accounts.
• Line management experience – able to build, lead and develop a team.
• A track record of creating impact and ROI-led content – case studies, testimonials and results storytelling.
• An excellent relationship-builder, comfortable working across internal teams (account management, new business, product) and directly with senior client stakeholders.
• Commercially minded and experience being accountable for growth.

Desirable

• Experience in a B2B education, training, professional-services or SaaS environment.
• Experience marketing across both public sector (including NHS) and private sector clients.
• Experience supporting a land-and-expand or account-based growth model.
• Experience partnering with clients on internal engagement or external communications.
• Familiarity with CRM and marketing-automation tooling (e.g. HubSpot) and with retention and expansion reporting.

Company Benefits:

• Pension with 4% matched contributions, opportunity to opt into salary sacrifice scheme
• 25 days holiday + Flexi bank holidays + 1 day off on your birthday
• A day for volunteering
• Enhanced Maternity and Paternity Leave
• Health & Wellbeing allowance of up to £30 per month
• Annual Summer and Xmas events
• Company socials including everything from Cambridge College formals, pub nights to team building events
• CPD Allowance alongside quarterly reflections to ring fence time for development and growth
• Private medical insurance and cash plan
• Holiday buy back scheme (up to 10 days p/a)
• Employee Assistance Programme with a dedicated company counsellor

Background to our Organisation

We are an education technology company that enables corporate and government organisations to achieve their business goals by educating their workforce with critical digital transformation skills to succeed in the AI era.

We deliver unique and innovative professional education that is accelerating the digital transformation of our clients, advancing the careers of their employees, helping people get into work and closing the digital skills gap. We are in a sector that is crucial to the economy and workforce, with a lot of opportunity for change and innovation. We are at the cutting edge of teaching applied data and digital skills, with our unique patented learning platform EDUKATE.AI offering our clients and learners a unique learning experience. EDUKATE.AI was developed with support from Innovate UK and provides all of our learners with 24/7 immediate feedback on their work, helping accelerate the learning process and providing a sandbox environment to experiment on real world datasets.

Since 2016, we have supported more than 15,000 learners across four continents with nearly 550,000 pieces of code submitted for feedback on EDUKATE.AI. We are trusted by some of the most recognisable brands in the world to educate their workforce, including Microsoft, the NHS, GSK, easyJet, the BBC and John Lewis. Our focus on applied learning to create business impact sets us apart - individual learners have reported applying their skills at work to generate recorded value of up to £40m.

Our Values

At the centre of the way we work together and inspire each other to achieve success are these core values:

Entrepreneurial

We take initiative and show entrepreneurial spirit which fuels innovation at Cambridge Spark. This includes identifying opportunities for improvement, taking ownership for implementing solutions effectively and driving improvement by using proof of concepts to demonstrate the feasibility and value of their work.

Team Spirit

Everyone is part of building an open and transparent culture, communicating effectively to raise issues, discuss improvements and share the evidence used to make decisions.

Customer-focused

Our customers are at the centre of everything we do, inspiring us to create great work. We strive to build friendly, professional and lasting relationships with them to better understand and anticipate their needs.

Gold Standard

We are experts in our field and are constantly developing our technology and offering. We set the benchmark in our industry: both in what we offer customers and in how we deliver it.

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Cambridge Spark is an Equal Opportunities Employer and prohibits discrimination and harassment of any kind.  Cambridge Spark is committed to the principle of equal employment opportunities for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Cambridge Spark are based on business needs, job requirements and individual qualifications, without regard to race, colour or ethnicity, ability or disability, gender or gender reassignment, sexual orientation, marital status, religion, age or any other status protected by the laws or regulations in the locations where we operate. Cambridge Spark will not tolerate discrimination or harassment based on any of these characteristics. Cambridge Spark encourages applicants of all ages.