Customer Understanding, Acquisition & Brand Director

At Zempler Bank, we're on a mission to make business banking simpler, smarter and more accessible for the UK's SMEs. As we enter an exciting new phase of growth, we're looking for a senior leader to shape how we understand business customers, position ourselves in the market, and accelerate sustainable customer acquisition.

This is a highly strategic role at the centre of our B2B growth agenda.

You'll combine deep customer understanding with commercial thinking, helping us identify where we can win, strengthen our position in key markets, and drive profitable growth across our SME customer base.

The Role

You'll lead Zempler's Customer Understanding, Brand &​ Acquisition function, owning the strategy that connects market insight, customer needs, brand positioning and growth.

Working across Product, Strategy, Partnerships and Customer Experience, you'll ensure we have a clear view of our target business customers, the sectors we serve, and the commercial opportunities available to us.

From defining customer segments and value propositions to driving acquisition performance, you'll play a key role in shaping how Zempler grows in an increasingly competitive SME banking market.

This role is about turning insight into action and ensuring everything we do is customer-led, commercially focused and measurable.

What You'll Be Doing

Customer Insight, Market Understanding &​ Sector Growth

• Build and maintain a deep understanding of SME customers, sectors, market trends and competitive dynamics
• Develop customer segmentation frameworks that inform acquisition, product development and commercial priorities
• Identify growth opportunities across target industries, customer groups and underserved markets
• Translate insight into compelling value propositions, positioning and go-to-market strategies
• Strengthen Zempler's brand awareness and reputation within key SME communities and business sectors

Acquisition &​ Growth Strategy

• Define and lead Zempler's direct acquisition strategy, with a particular focus on Business Current Account growth
• Develop scalable, data-driven acquisition plans across digital, partner and emerging channels
• Optimise performance across the customer funnel, balancing growth, conversion efficiency and customer quality
• Establish clear KPIs, attribution frameworks and performance measures to maximise ROI
• Work closely with Customer Experience teams to improve conversion, onboarding and early customer engagement

Cross-Functional Leadership

• Partner with Product teams to align customer insight with product strategy, pricing and proposition development
• Work alongside Partnerships to deliver a coordinated approach across direct and intermediary channels
• Collaborate with Strategy and Customer Communications colleagues to ensure consistent messaging and market positioning
• Ensure customer feedback, market intelligence and commercial insight influence decision-making across the organisation

Leadership &​ Governance

• Lead and develop a high-performing team focused on customer insight, market growth and acquisition performance
• Foster a strong experimentation and continuous improvement culture through testing, learning and optimisation
• Ensure all activity aligns with regulatory requirements and the bank's risk framework
• Champion customer-centric thinking and commercial growth principles across the wider business

What We're Looking For

• Proven leadership experience within B2B marketing, growth, customer strategy or commercial functions
• Strong understanding of SME, business banking, fintech or other regulated B2B markets
• Expertise in customer segmentation, proposition development, market positioning and go-to-market strategy
• Demonstrable track record of delivering sustainable customer growth and commercial outcomes
• Strong analytical mindset with the ability to turn data and insight into clear strategic recommendations
• Experience leading cross-functional initiatives and influencing senior stakeholders
• An engaging communicator and storyteller who can bring customer and market insight to life

Why Zempler?

At Zempler, you'll have the opportunity to shape the growth strategy of a bank built specifically for small businesses. You'll work alongside passionate colleagues, influence decisions at the highest level, and help thousands of UK businesses access banking that genuinely works for them.

In Return You’ll Enjoy

• Competitive basic salary
• Additional benefit allowance representing 7.5% of your annual salary allowing you the flexibility to decide your own benefits (or simply absorb this into your monthly income).
• 26 days’ holiday increasing each year of service to 33 days
• Ability to buy and sell a further 5 days holiday each year
• 4 x Life Assurance
• Pension salary sacrifice
• Option for LinkedIn Learning license
• Family friendly policies
• Regular social activities and team events
• Charity Volunteering Day

A quick note on inclusion

We know great talent doesn’t always meet every requirement on paper. If you’re excited about this role and think you can make an impact, we’d love to hear from you.

At Zempler, we’re committed to building a diverse and inclusive team where everyone can do their best work.