Customer Engagement Lead: Workshops, Insights & Growth

Total Marketing Support Limited; Fordham; On-site; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Competitive salary

Discretionary bonus

25 days holiday plus bank holidays

Pension scheme

Life assurance

Income protection

Employee Assistance Programme

Employee Discounts

Cycle to work scheme

Job summary

DS Smith is seeking a Customer Engagement Manager for the UK&I Packaging division. Based at our Customer Impact Centre in Fordham, you will lead the development and execution of the customer engagement strategy, shaping ABM programs, and turning market insights into opportunities.

You will partner with Sales, Marketing, Sustainability and Design & Innovation to create inspiring workshops, events, and hybrid experiences.

Qualifications

• Proven experience in a customer-facing B2B marketing, sales enablement, or customer engagement role within FMCG, manufacturing, retail, or agency environments
• Degree or professional qualification in Business, Marketing, Sales, or a related discipline – desirable
• A passion for packaging, innovation and sustainability, along with the ability to bring customer, consumer and market insights to life through compelling storytelling and engagement experiences
• Outstanding presentation, public speaking, and workshop facilitation skills, with a track record of engaging senior decision-makers and large audiences
• Strong commercial mindset with the ability to translate consumer trends, sustainability priorities, and category insights into tangible business opportunities
• Proficient in PowerPoint, virtual collaboration tools (360° virtual environments/webinars), and end-to-end event/vendor coordination
• An energetic, proactive self-starter with a collaborative spirit, comfortable navigating ambiguity and managing diverse stakeholders across a matrix organisation

Responsibilities

• Workshop & Event Leadership – Design, facilitate, and deliver tailored 1:1 and 1:many customer workshops, webinars, and inspiration sessions across physical, hybrid, and virtual environments
• Innovation Hub & Asset Management – Maintain and continually refresh the Customer Innovation Hub experiences, ensuring brand excellence and impactful showcase of new solutions
• Sales Enablement & Storytelling – Build compelling presentation assets, co-create pitch materials, and align content with customer account plans, tenders, and ABM priorities
• Voice of the Customer – Develop a deep understanding of customer challenges, category dynamics and market trends, translating insights into compelling customer engagement opportunities and feeding these back into the business to shape future priorities, innovation and growth opportunities
• Cross-Functional Partnering – Collaborate with regional Sales, Design & Innovation squads, and sustainability leads to coordinating multi-disciplinary customer sessions
• Performance & Impact Tracking – Measure and report on customer engagement metrics, tracking CRM-linked opportunities, Net Promoter Score (NPS), and event ROI

Skills

Customer engagement

B2B marketing

Sales enablement

Storytelling

Education

Business/Marketing degree

Tools

PowerPoint

Video conferencing

Job description

DS Smith is seeking a Customer Engagement Manager for the UK&I Packaging division. Based at our Customer Impact Centre in Fordham, you will lead the development and execution of the customer engagement strategy, shaping ABM programs, and turning market insights into opportunities.

You will partner with Sales, Marketing, Sustainability and Design & Innovation to create inspiring workshops, events, and hybrid experiences.