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Fidelity International offers investment solutions and retirement expertise to institutions, individuals and their advisers around the world.

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Fidelity International

With a global presence across more than 25 locations around the world, Fidelity International (FIL) provides investment services and retirement expertise to everyone from central banks and financial institutions to wealth managers and private individuals. We're proud to have been helping our clients build better financial futures for over 50 years.

With FIL's Global Platform Solutions (GPS) our vision is to be a leading, multinational provider of investment solutions, wealth management and retirement services, offering our customers the very best of Fidelity.

The Customer Growth and Retention Marketing Team play a crucial role in developing and deploying strategies to accelerate revenue generated from Prospects, our Investors and Members. By attracting new prospects and retaining our customers to become their Pension and Investment Platform of choice.

Because with the right trusted partner, investing becomes more than a financial decision — it's about helping our customers build the life they want and empowering them to feel engaged with their future and investments.

## Engagement Marketing Senior Marketing Manager

**Job Type:** Fixed Term Contractor

**Contract Duration:** 11 months

**Title:** Engagement Marketing Senior Marketing Manager

**Department:** Engagement & Retention, Customer Growth & Retention Marketing Team, GPS Marketing

**Location:** Kingswood Fields, Surrey or London

**Reports To:** Head of Customer Engagement and Retention Marketing

**Level:** 6

### About Your Role

You will play a pivotal role in growing our customer's engagement, existing services utilisation and brand loyalty, to support our core goal of becoming our customers' pension and investment platform of choice.

You will be responsible for defining and overseeing broad ranging customer engagement strategies covering:

- **Early engagement:** tasked with defining the optimum strategy to establish 'good customer behaviours and outcomes'. Growing high levels of digital engagement and product utilisation through inspiration and marketing tactics. i.e. growing money on: investment rates, transfers in, consolidation, Regular Savings Plans, brokerage.
- **Ongoing engagement:** tasked with building and maintaining customer engagement and satisfaction through standalone and prioritised trigger programs. Continuing to build money on and demonstrating the 'value' of being a FIL customer through education and insight, demonstrating how our products can help with their evolving needs.
- **WI (UK & IRSP) specific initiatives** - to support the continued business expansion and value per member i.e. onboarding new schemes, Workplace Workout management

### Key Responsibilities

**Engagement Strategy Development:**

- Design and implement comprehensive engagement strategies aimed at increasing digital engagement and 'good customer behaviours' demonstrated through money on and invested, transfers in and consolidation, regular saving plans and monthly contributions, brokerage.
- Develop the annual engagement marketing plan and associated forecast. Closely collaborating with the Cross-sell, Retention, Site Engagement and Product Marketeers. Covering always on and campaign periods and including incentive and campaign testing tactics.
- In conjunction with the Retention SM, lead on the WI comms and engagement proposition and execution of plans to support WI B2B sales and retention.
- Analyse customer data and behaviour to identify opportunities for engagement across various products and services.

**Execution and Optimisation:**

- Lead the execution of engagement initiatives, ensuring alignment with overall business goals and customer needs.
- Execute all activity in relation to engagement campaigns, landing pages, templates, guides, client toolkits and banners.
- Optimise journey and content across all engagement initiatives and touchpoints.
- Continuously monitor and optimise strategies to maximise effectiveness and ROI, using data-driven insights.

**Grow Marketing Reach:**

- Review and refine the permissions strategy across the base including assessing the Fidelity cookie consent policy, to ensure we can continue targeting customers in paid media via 1st/ 3rdparty data. Critical for strengthening foundations to support a CDP integration in the future.
- Collaborate with the broader Marketing Teams to clearly articulate the value of marketing, utilise this refined value across the permissions journey as part of the process improvements.
- Continue to onboard new WI schemes in a timely and efficient manner.

**Drive Early Engagement (first 12 months):**

- Welcome new customers to Fidelity, recognising where they've come from and other products they may have with us
- Drive digital engagement and 'good customer behaviours' in the first 12 months, addressing regular inbound queries from customers contributing to call volume reduction efforts.
- Drive money on and invested through transfers in and consolidation, regular savings plans and increasing monthly contributions, brokerage in the first 12 months

**Drive Ongoing Engagement:**

- Build ongoing customer engagement and satisfaction, through always on and ad hoc/standalone communications demonstrating the value of being a Fidelity customer through education and insight.
- Work with the Markets and Insights team and key external organisations to identify key industry/calendar opportunities for engagement.
- Continue to drive money on across products held by existing customers.
- Oversee and deliver service, change (where relevant) and some regular drum beat comms.

**Performance Analysis:**

- Conduct thorough analysis of engagement programme performance (upstream and downstream), providing insights and recommendations to senior leadership.
- Prepare and present regular reports on key metrics, highlighting growth and areas for improvement. Interpret customer data, identify engagement opportunities, and optimise strategies for maximum effectiveness and return on investment.

**People Leadership:**

- Passionate people leader with the ability to lead, coach and develop a high performing team of 5 including 3 direct reports, based across multiple locations.

### Key Competencies and Experience

- **Marketing strategy and planning:** ability to design and implement comprehensive communication strategies that align with business objectives and enhance customer engagement. Skilled in translating strategies into actionable marketing plans ready for implementation
- **Customer marketing (segmentation, targeting, design UX):** proficiency in designing and executing marketing communications across various channels, to drive early engagement, increase money on across multiple products and demonstrate the value of being a FIL customer through education and insight
- **Customer-centric approach:** laser focus on enhancing the communications journeys to drive a better customer experience and to build trust and loyalty
- **Performance analysis and data driven decision making:** strong analytical skills to interpret customer data, identify engagement opportunities, analyse results, deliver insights and optimise strategies for maximum effectiveness and return on investment
- **People leadership and development:** passionate people leader with the ability to lead, coach and develop a high performing team, inspiring direct reports and broader team members to reach their full potential. Highly effective at fostering collaboration and building empowerment, whilst ensuring effective execution and alignment with engagement marketing goals
- **Communication Skills:** excellent communication skills utilised seamlessly to inspire, influence and collaborate with colleagues across marketing and broader teams. Experienced presenter, able to effectively tell a high impact story with well-constructed recommendations for Senior Leadership and external audiences including B2B and Trustee relationships
- **Project management:** ability to manage multiple initiatives simultaneously, to manage business-as-usual whilst also driving change and optimisation of engagement programmes. Confident at managing budgets and deadlines to meet objectives. Naturally curious, with relentless attention to detail to spot innovation opportunities and quickly address problems or performance gaps
- **Adaptability:** proactive, growth mindset with the ability to adjust / evolve strategies and initiatives in response to changing market conditions and business needs

### Benefits

Comprehensive benefits package including wellbeing support, development opportunities, and flexible working arrangements.

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This is a fixed-term contract role for 11 months at Fidelity International, focusing on developing and executing customer engagement strategies to enhance brand loyalty and service utilization.

Engagement Marketing Senior Marketing Manager

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We're proud to have been helping our clients build better financial futures for over 50 years. How have we achieved this? By working together - and supporting each other - all over the world. So, join our team and feel like you're part of something bigger.

Our clients come from all walks of life and so do we. We are proud of our inclusive culture and encourage applications from the widest mix of talent, whatever your age, gender, ethnicity, sexual orientation, gender identity, social background and more.

As a flexible employer, we trust our people to perform their role in the way that works best for them, our clients and our business. We are a disability-friendly company and would welcome a conversation with you if you feel you might benefit from any reasonable adjustments to perform to the best of your ability during the recruitment process and beyond.

### About your team

HR Enablement ensures the CPO function is aligned to the wider business strategy and set up to deliver its multi-year priorities. The team plays a central role in coordinating the strategic activity that enables HR to operate effectively across the business, bringing together change and innovation, people data and insights, talent services, strategic planning, governance, reporting, and other associated oversight activities.

Working across HR and with key stakeholders in Platforms and the broader business, HR Enablement helps ensure the function has a clear view of its priorities, resources, risks, dependencies and outcomes. The team provides the structure, insight and oversight needed to make sure strategic initiatives are well defined, actively managed and connected to business outcomes. Through this work, HR Enablement helps the CPO function focus on the activity that matters most, drive progress against the business strategy and deliver measurable impact for Fidelity.

## Business Manager - CPO - 6 month FTC/Secondment

**Job Type:** Fixed Term Contractor

**Contract duration:** 5 months

**Title:** Business Manager - CPO

**Department:** HR Enablement

**Location:** UK

**Reports To:** Head of HR Enablement

**Level:** Grade 5

**Role:** 6 Month FTC / Secondment Opportunity

### About your role

This role will provide business management and strategic delivery support across the CPO function, with a primary focus on supporting the Talent, Learning & Development, Resourcing, and Reward leadership teams. This is a six-month fixed term contract role, designed to provide structure, coordination and delivery support to key functional priorities.

You will work closely with leaders and subject matter experts to support planning, prioritisation, governance, reporting and delivery activity. You will help create clarity across multiple workstreams, ensuring priorities are well understood, actions are tracked, risks and dependencies are surfaced, and delivery remains connected to the wider people agenda and business outcomes.

You will support the leadership team in managing key priorities and meetings, including agenda planning, coordination of inputs, action tracking and preparation of high-quality materials for senior forums. You will help ensure decisions are clearly captured, progress is visible, follow-up is well managed and stakeholders have the information they need to support effective delivery.

You will also help facilitate cross-functional working across the CPO function, bringing together colleagues from CPO, Group Functions and the wider business to support delivery of shared priorities. Where required, you will support specific pieces of work, providing structure, analysis and coordination to help move activity from planning through to execution.

The role requires someone who can quickly build relationships, operate confidently with stakeholders and bring order to complex or fast-moving work. You will need to be comfortable working in an ambiguous environment, balancing strategic thinking with hands-on delivery, and producing clear, concise outputs that support alignment, accountability and action.

### About you

- Experience in a business management, strategic initiatives, HR enablement, transformation, change or project delivery role within a complex organisation.
- Experience supporting leadership teams, ideally within HR, Talent, Learning & Development, Reward or another people-related function.
- Strong planning and coordination skills, with the ability to track actions, dependencies and risks across multiple priorities.
- Excellent written communication skills, with the ability to produce clear, concise and high-quality materials for leadership meetings, governance forums and executive updates.
- Strong stakeholder management skills, with confidence working with leaders and the ability to build trust quickly.
- The ability to connect people priorities with wider business outcomes, ensuring functional activity is aligned to strategic objectives.
- Strong analytical and problem-solving capability, with the ability to turn information, data and insight into practical actions.
- A proactive, organised and delivery-focused mindset, with the ability to bring structure and clarity to complex or ambiguous work.
- Experience in HR, Talent, Learning & Development or Reward would be highly beneficial.

### Feel rewarded

For starters, we'll offer you a comprehensive benefits package. We'll value your wellbeing and support your development. And we'll be as flexible as we can about where and when you work – finding a balance that works for all of us. It's all part of our commitment to making you feel motivated by the work you do and happy to be part of our team.

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Engagement Marketing Senior Marketing Manager

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