Senior Regulatory CRM Manager

Senior Regulatory CRM Manager

£53,300

Manchester/Remote

Want to change the world? A career that makes a difference

We are not a bank that follows the crowd. Instead, we like to stand out for all the right reasons. Our bank is built on co-operative values that stand strong today. We do not just help people with their money, but help people fight for justice and the causes they care about. Our unique customer-led Ethical Policy has made us a natural leader in environmental and social issues today, and we are market leaders in ESG as rated by leading ESG ratings agency Sustainalytics.

There has never been a more pressing time for our Bank to focus our efforts on causes that matter to our customers and colleagues. Why not see where you can make a change, and join the UK's original ethical bank to continue our ambitions to lead the industry on environmental and social issues in 2025 and beyond.

We promote a hybrid-working environment, which means you will work at our office in Manchester roughly once a week and then remotely from home. To enable you to work from home, you will need to have a suitable office set up which includes a desk and a chair in a location free from the interruptions of day-to-day life.

The role:

To lead in the delivery and planning of regulatory communications optimising Mar-tech to deliver digital-first (email/SMS) communications in line with regulatory requirements, ensuring these are delivered in line with regulatory deadlines and are accurate, compliant and developed in line with Consumer Duty principles to mitigate customer harm. You will be using CRM technical knowledge to deliver an 'always on' communications approach, looking for continuous improvement through automation and building intuitive customer journeys, utilising omni-channel capabilities to fulfil contact touchpoints to better connect us with our customers, deepening the relationship and tracking engagement and deliverability metrics in line with regulatory and consumer duty principles.

What you will be doing:

1. Lead in the application of accessibility-first approach, embedding accessibility checking tools and processes to ensure accessibility is met and emails are built in-line with plain language association recommendations.
2. Optimise CRM through use of data capture forms to capture voice of the customer to inform future decisions on areas such as unsubscribes and contact ability preferences.
3. Work closely with the Regulatory and Branch Marketing Team and key stakeholders to deliver the CRM strategy across the Bank and to ensure effective use of CRM.
4. Identification, management of any regulatory, operational, and conduct risks arising from marketing communications in accordance with the bank's risk appetite.
5. Responsible for managing individual campaigns and full ownership of associated project budgets to ensure activity is within agreed parameters and reporting of any variances.
6. Support the CRM test and learn, implementing best practices to continuously improve and provide recommendations to optimise ROI.

What you need to be successful:

1. Strong experience in HTML & CSS
2. Proficient in Adobe Suite (Dreamweaver & Photoshop)
3. Competent in understanding Financial Regulatory Requirements
4. Excellent understanding of CRM principles, current best practice and emerging techniques.
5. A creative flair with an ability to redesign emails to meet commercial objectives.
6. Experience building data capture forms

What You Can Expect From Us:

• Flexible and home working options
• 27 days holiday rising to 30 with service, plus opportunity to buy 5 extra days
• Company pension with up to 10% employer contribution
• Income protection / life assurance
• Commitment from employers on continued learning & development
• Wellbeing support offers mental health support, physiotherapy, GP's for both you and your family
• 2 paid days for volunteering per year
• MyReward corporate discount for over 800 retailers and Cycle to Work Scheme.
• Family friendly policies and supportive working environment.
• Colleague network groups committed to inclusion and diversity within our Bank.

We can only consider candidates with the right to work in the UK at this time.

Our Bank is passionate and committed to continuing to create a diverse workforce and an inclusive environment where all colleagues can fulfil their potential.

At the beginning of the year, The Co-operative Bank officially became part of the Coventry Building Society Group. Together, we have shared values and an ethical approach towards our members, customers and colleagues.

If you require more information or this document in a different format, please contact

As a reputable employer regulated by the Financial Conduct Authority, all offers of employment for this role are subject to a series of background checks, including criminal (DBS) and financial checks.