About Love to Ride

Love to Ride helps more people enjoy the benefits of riding a bike and active travel. We work with cities, public agencies, employers and partners to deliver behaviour change programmes, combining technology, community engagement, marketing and communications.

Our campaigns help people take part, build confidence and develop lasting habits. We also help customers understand participation, behaviour change and the impact of their investment.

About the role

We are looking for an experienced account manager with strong marketing skills, capable of managing customer relationships and delivering effective campaigns.

You will own a portfolio of customer accounts and help develop and deliver local, national and global campaigns. These include campaigns for individual customers and shared, company-wide campaigns such as Biketober, Cycle September and Winter Walk and Wheel, which multiple customers run concurrently. You will understand each customer’s objectives and help them get the most from these programmes, including bespoke campaigns where appropriate. You will bring marketing expertise into our project delivery team, helping us make good decisions about audiences, messages, channels and engagement.

This is a hands-on role for someone who enjoys both planning and delivery. You will work with colleagues and external specialists to deliver campaigns, communicate results and build lasting customer relationships. You will use our established programmes and shared resources, adapting them thoughtfully to local needs.

Key responsibilities

Manage customer relationships

• Be the main contact for your accounts, building trust through clear advice, reliable delivery and proactive communication.
• Understand customer objectives, stakeholders and contractual commitments; agree clear plans, milestones and measures of success.
• Lead customer meetings, present recommendations and results, manage expectations and resolve issues promptly.
• Support retention and renewals with the sales team, identifying risks early and helping customers understand the value of their programme.

Plan and deliver effective campaigns

• Client Creative Briefing: Write clear briefs for copywriters, designers, and suppliers to deliver customised campaign materials, local adaptations, and marketing assets tailored to the specific needs and goals of your assigned client accounts.
• Work with the team to develop campaign and engagement plans for local, national and global campaigns, with clear objectives, priority audiences, messages, channels, timelines and budgets. Coordinate rollout for a single customer or multiple customers running the same campaign concurrently.
• Manage participant email delivery for your specific clients —ensuring accuracy and audience fit before sending approved communications, and briefing designers when clients need bespoke items.
• Apply marketing expertise to run simple A/B tests on email subject lines, send times, and CTAs inside Intercom for their client portfolio, continuously improving open and click-through rates.
• Support customer and partner teams, workplace champions and local engagement staff with the guidance and materials they need to recruit and engage participants.
• Keep project web content accurate and coordinate checks of campaign setup, communications and the participant experience.

Delivery and evaluation

• Manage several accounts and campaigns concurrently, tracking tasks, budgets, approvals and dependencies and raising risks early.
• Deliver custom behaviour change campaigns.
• Coordinate agreed work with colleagues, local contractors and external suppliers; keep project records and customer information current.
• Monitor participation, engagement and campaign performance, identify improvements and act on findings.
• Work with data and research colleagues to prepare accurate progress updates and reports that explain results and behaviour change outcomes clearly.
• Reuse approved campaign resources and follow established workflows, sharing practical improvements with the Head of Operational Delivery and Head of Systems.

AI and digital working

Confident using AI to improve the speed and quality of marketing and account management, with sound judgement and ownership of the final output.

Use approved AI tools for suitable tasks such as developing draft briefs, adapting campaign materials, preparing customer updates and exploring results. Check accuracy, audience fit and brand voice, and handle customer information appropriately. Share useful approaches with colleagues and identify opportunities for better tools and workflows.

Working together and success

You will contribute marketing expertise, own delivery for your assigned accounts and take responsibility for agreed shared campaigns delivered across multiple customers. The Head of Operational Delivery leads shared delivery processes and capacity planning; the Head of Systems leads supporting systems and automation. You will work with both to make delivery effective and efficient.

Success means customers feel informed and well supported; campaigns meet agreed objectives and deadlines within budget; results lead to practical improvements; and accounts are well positioned for renewal. Specific targets will be agreed for the assigned portfolio.

We welcome applicants from different backgrounds and experiences. You do not need to be an experienced cyclist to help more people enjoy active travel

Requirements

Skills and experience

• Typically 4+ years of relevant experience in account management, or a combination of marketing roles and customer management roles. Equivalent demonstrated capability is welcome.
• Proven experience independently managing customer relationships and delivering campaigns, including handling expectations, competing priorities and difficult conversations.
• Strong marketing judgement: understanding audiences, developing messages, choosing channels, writing briefs and evaluating effectiveness.
• Excellent written and verbal communication, with confidence leading meetings and explaining data and recommendations to customers.
• Strong organisation and attention to detail, including managing multiple projects, deadlines and budgets.
• Experience briefing and coordinating creative colleagues or external suppliers, with the ability to assess the quality of their work.
• Practical AI capability as described above, alongside confidence with spreadsheets, CRM, project management and digital communications tools.
• A collaborative, proactive approach, willingness to handle practical delivery tasks, and an interest in helping people make positive changes.

Helpful additional experience

• Developing shared campaigns and coordinating their rollout across multiple customers, regions or partner organisations, balancing consistent messaging with local needs.
• Marketing or communications agency account management; public engagement, behaviour change or social marketing.
• Working with local government, public agencies, employers or community partners.
• Customer retention, renewals, proposals or contract support.
• Email marketing platforms, campaign analytics, Monday.com, HubSpot or comparable tools.
• Other marketing skills are a bonus including, e.g. copywriting, social media marketing, tweaking campaign marketing materials in Canva, etc. 

Benefits

Competitive pay, stock options, flexible working, 25 days holiday exclusive on bank holidays