Site Engagement Marketing Manager

Job Description
    
Title Site Engagement Marketing Manager  
Department    Engagement & Retention, Customer Growth & Retention Marketing Team, GPS Marketing
Location     Gurgaon
Reports To     Digital Engagement Senior Marketing Manager
Level

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. 

About your team
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. So, join our team and be part of delivering our exciting vision.

About your role 
Our website, is crucial in building awareness of our  product/services, fostering engagement and nurturing a lasting emotional connection with the Fidelity brand. We strive to assure our customers that we are the ideal partner to support them in achieving their financial goals.

You will support the creation of excellent onsite customer journeys and optimisation strategies to encourage customer action, maintain engagement and loyalty and support retention goals. This involves developing audience-led digital journey optimisation, using the latest best practices, data and tools to optimise existing conversion funnels and to create new ones. You will support both our Personal Investing Investors and Workplace Pension Members. 

Additionally, your team will also be responsible for supporting other business initiatives with digital content and journey requirements where there is a clear marketing benefit. You should have a passion for people leadership, overseeing a team of three.

Key responsibilities

1.    Content and Journeys Planning and Implementation:

•    Responsible for building and optimising all customer site journeys, designed to educate, inspire and connect our customers to the start of desired actions for all our Products and Services. Working to ensure seamless connection with our customer acquisition, engagement and retention communications and campaign activity, as applicable. Covering the Personal Investing flatsite (before log-in), the UK and IRSP Workplace Investing flatsites (before log-in), End Investor & PlanViewer secure sites post log-in sites (both desktop and app - with a focus on supporting the transition to the single app).

•    Manage the documentation (and ongoing record maintenance) for end-to-end customer marketing journeys supporting Product and Service objectives. With responsibility for ensuring all components meet regulatory requirements. 

•    Collaborate with the Digital Engagement Senior Marketing Manager on the development of a clear and focused customer content and campaign journey strategy. Including:
o    Support delivery of a clearly prioritised roadmap of content and journey activities (marketing led and business led) 
o    Deliver calendar of all changes required to marketing pages due to campaign or BAU activity on time. Including continual focus on performance optimisation  / driving innovation, ensuring 
o test and learn is core to the plan.  
o    Advise in prioritisation of inbound requests for content support in line with business / marketing benefit and resource considerations
o    Help optimise the change process to ensure efficiencies and minimal strain on Journey team resource 

•    Optimisation efforts focused on improving user experience, content presentation, overall website effectiveness and customer action conversion rates. Implement A/B testing and other optimization techniques to help identify the most effective website elements and strategies for maximising engagement and results.

•    Support on behind login enhancements, including making progress to a single app and our core value being only available behind login

•    Lead on the implementation of the 'Be invested' creative platform across our digital platforms

2.    Collaboration:

•    Build and nurture effective relationships with all core stakeholders across Marketing (Customer Acquisition, Product Marketing and Engagement & Retention) to ensure plans are truly aligned to effectively direct customer traffic into and through your journey (eventually automating utilising a CDP when available). Work closely with Site Performance colleagues to ensure digital content is aligned, coordinated and that best practice is implemented consistently across the digital real estate.Where applicable partner with external agencies and specialist third parties to drive business goals.

3.    Performance Analysis:

•    Continuously monitor journey performance against core KPIs, leveraging analytic tools to effectively track and deliver clear, data-driven reporting and insights. Continue strengthening foundations to support a CDP integration in the future. 

•    Provide monthly campaign reports (upstream KPIs) and quarterly KPI Reviews (downstream KPIs). Demonstrate progress against the strategic roadmap and in year forecasts, whilst highlighting the next priorities.

•    Confidently present plans, performance insights and enhancement impact to stakeholders.

4.    Team Management: 

•    Passionate people leader with the ability to lead, coach and develop a high performing team. n: 

Key competencies and experience

•    Technical Content and Journeys Expertise: A proven track record in developing effective content and journey strategies across B2C sites, across multiple customer audiences.  Experience of using a range of digital tools including digital platforms, such as CMS, design software such as Canva, Photoshop and video editing tools as well as publishing, approval workflow and social listening tools.

•    Stakeholder relationships and collaboration: Ability to establish and manage effective relationships with all core stakeholders across Marketing and the broader GPS business, to ensure journey optimisation is delivered on time and to a high standard. Key teams this role will interface with are Customer Engagement and Retention Marketing, Product Marketing, Propositions, CMS, Publishing, Client services, Compliance and External Vendors. 

•    Communication Skills: Effective communicator, experienced in presenting strategies and building productive relationships. Leveraging data and insights to influence and collaborate with impact amongst wider stakeholders. Experience in copywriting, proof-reading, and editing skills, along with the ability to distil information into key messages and prioritise in a fast-paced environment is essential. 

•    Performance Insight and Reporting: Strong analytical skills (ideally with experience using Adobe Analytics, Decibel Insights, Adobe Target, Marketo and Workfront) and reporting tools like Power BI. Adept in monitoring product performance (upstream and downstream) and identify data-driven insights to inform optimisation, prioritisation and inform the broader programmatic strategy. Proactively highlighting gaps to solve and opportunities to assess.  

•    Project / Campaign Management: Ability to manage multiple initiatives simultaneously, overseeing the execution and optimisation of a range of deliverables. Confident at managing budgets (planning. tracking and flexing) and deadlines to meet objectives. Naturally curious, with great attention to detail and able to spot opportunities, quickly address problems or performance gaps. Experienced at working with brand guidelines

•    Focus on Personal Development: Passion for personal development (technical expertise and core competencies), focused on keeping up to date with the latest technical, industry and competency trends and best practise. 

•    People leadership and development: Passionate people leader with the ability to lead, coach and develop a high performing team, ensuring effective execution and alignment with site performance goals.

•    Team player: Enthusiastic, motivated and positive, with the drive to make an impact.

•    Industry Experience: Experience working within Financial Services and understanding of UK FCA compliance requirements would be an advantage but not essential. Skill at explaining complicated products in a simple and engaging way would be highly desirable.

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. For more about our work, our approach to dynamic working and how you could build your future here, visit

For more about our work, our approach to dynamic working and how you could build your future here, visit