Senior Marketing Automation Manager (Client-Facing) - #2165931

About Force24 and our clients

Force24 is a fast-growing UK marketing automation platform, headquartered in Leeds. We help businesses move from batch-and-blast campaigns to true one-to-one communication, where getting the timing right is the most important part of personalisation.

Our clients sell high-value, infrequent products or services with a long consideration period, and a person closes the deal at the bottom of the funnel, whether a salesperson, consultant or adviser. They sell to consumers or businesses, typically in automotive retail, travel, recruitment, and financial services and wealth management.

That shapes the job. Success means nurturing buyers over months, spotting intent and timing, and handing high-quality leads to the client's sales team at the right moment.

Role purpose

To make sure every client in the portfolio achieves the outcomes they bought Force24 for, and grows with us as a result, adopting more channels and making more of the platform over time. You will understand what each client is trying to achieve, from commercial KPIs through to day-to-day operational needs, and use your hands-on marketing automation experience to show them how to get there with the platform and their data. Above all, you will do everything you can to maximise the value each client gets from Force24, so that churn is kept to a minimum.

Key responsibilities

Outcomes and success planning

• Run discovery with each client to understand their commercial goals, KPIs and operational requirements
• Build and maintain a success plan per client, linking what they want to achieve to how the platform will be used
• Translate business goals into practical plans: segmentation, journeys, channel mix, data capture and reporting
• Hold regular reviews, including quarterly business reviews, that report progress against agreed outcomes

Platform, data and technical guidance

• Act as the client's trusted adviser on marketing automation best practice across email, SMS, WhatsApp, landing pages, pop-ups and automated journeys
• Audit client data quality, structure and consent, and recommend fixes that improve segmentation and results
• Help clients design segmentation logic, lead scoring and lifecycle journeys that reflect how their buyers behave
• Advise on forms, data capture, pop-ups and progressive profiling to grow the data clients hold
• Spot when a client is under-using the platform and coach them towards the features that move their KPIs
• Work with Support, Onboarding and Product to resolve technical issues and feed client needs into the roadmap

Value delivery and churn prevention

• Make sure every client sees clear, measurable value from the platform, and that they know it
• Monitor client health, usage and engagement, and act on early warning signs such as falling usage, disengaged contacts or missed reviews
• Lead recovery plans for at-risk clients, working with Support, Onboarding and Product to remove blockers quickly
• Re-engage clients whose original goals have changed, and reset success plans so the platform stays relevant to them
• Run renewal conversations well ahead of renewal dates, built on the value delivered rather than price
• Capture the reasons behind any churn or downgrade and feed them back to the Customer Success Lead and Chief Revenue Officer to prevent repeats

Commercial growth and channel adoption

• Own retention and renewal for the portfolio, identifying risk early and leading recovery plans
• Grow each client's use of the platform, and their spend with us, by helping them get more value from it
• Encourage clients to test and adopt additional channels such as SMS and WhatsApp, building the use case and measuring the result
• Drive take-up of the usage-based elements of the platform, such as SMS and WhatsApp message volumes, in line with each client's goals
• Propose and run structured tests and pilots that prove value before a client commits to a larger investment
• Identify further expansion opportunities, including additional modules, data volumes, services and training, and build the commercial case for each
• Forecast renewals and expansion accurately and keep the CRM up to date
• Work with the Customer Success Lead and Chief Revenue Officer on account growth plans and commercial negotiations

Relationships and governance

• Build relationships at several levels in each client, from day-to-day platform users to marketing directors and budget holders
• Avoid single-threaded relationships by mapping and engaging the wider stakeholder group
• Represent the client's voice internally and champion their success stories, with permission, as case studies

Must-have experience

• At least 3 to 5 years hands-on in an in-house marketing team, running a multi-channel marketing automation or orchestration platform day to day
• Direct experience with one or more platforms such as Force24, HubSpot Marketing Hub, Salesforce Marketing Cloud or Account Engagement, Dotdigital, Klaviyo, Campaign Monitor, Brevo, ActiveCampaign, Marketo or Braze
• Has personally built and optimised automated journeys end to end, not only briefed others to build them
• Solid understanding of marketing data: segmentation, data hygiene, field structure, imports, consent and GDPR
• Experience setting up forms, landing pages and data capture, and using them to grow and enrich a database
• Comfortable reporting on campaign performance and connecting it to commercial outcomes such as leads, pipeline, bookings or revenue
• Commercially confident: able to spot growth opportunities and make a value-based case for a client to invest further
• Confident presenting to and challenging senior marketing stakeholders

Experience limited to sales CRM administration (for example Salesforce Sales Cloud or Pipedrive) does not meet this brief. We are looking for marketing platform experience.

Nice to have

• Previous experience vendor-side or agency-side, managing a portfolio of clients
• B2B or considered-purchase marketing, where a salesperson or consultant closes the deal
• Sector experience in automotive retail, travel and leisure, recruitment, or financial services and wealth management
• Working knowledge of integrations, APIs and webhooks, and how data flows between systems
• Basic HTML and CSS for email, and strong Excel or SQL skills for data analysis
• Understanding of web tracking, lead scoring and attribution
• Platform certifications, for example HubSpot or Salesforce
• Interest in how AI is changing personalisation and campaign timing

This role is based from our Leeds office, with flexible working available. The salary for this role is competitive, ranging from £45k-£55k negotiable depending on experience. OTE £70k.