Customer Engagement Manager

Somerset Bridge Group; Bristol; On-site; GBP 50,000 - 54,000; Full time

Benefits offered by this job

Hybrid working - 2 days in the office,

Discretionary annual bonus

Pension scheme – 5% employee, 6%?

Flexible working

Wrkit wellbeing app

Life Assurance

Cycle to Work Scheme

Employee Referral Scheme

Community support day

Job summary

Somerset Bridge Group in Bristol seeks a Customer Engagement Manager to lead the Digital Marketing team, turning customer priorities into impactful campaigns that drive measurable commercial results.

You will use customer insight, data, AI and marketing technology to innovate, personalise and improve engagement across channels while ensuring privacy, compliance and evidence-led decision-making.

Qualifications

• Proven experience delivering marketing strategies that drive engagement and revenue.
• Strong leadership and team development experience.
• Experience using AI, automation, and marketing technology to improve performance.
• Deep understanding of email, social, content, SEO, PPC channels.
• Ability to analyse data and demonstrate ROI.

Responsibilities

• Develop and deliver marketing plans supporting objectives.
• Lead adoption of AI and marketing tech to improve insight and engagement.
• Coach a high-performing marketing team.
• Manage multi-channel activity (email, social, content, video, SEO, PPC, reputation).
• Use customer insight and performance data to optimise lifecycle engagement.
• Deliver personalised communications meeting privacy and regulatory requirements.
• Partner with Design and Web Development to improve journeys and conversion.
• Measure ROI and report on marketing effectiveness.
• Drive test-and-learn to continuously improve.
• Manage budgets and external suppliers.
• Maintain brand, content quality, accessibility, compliance.
• Identify opportunities to enhance engagement and performance.
• Provide governance over customer communications.

Skills

Leadership

Strategic Marketing

AI & Marketing Tech

Digital Marketing Channels

Analytics & ROI

Stakeholder Management

Communication

Tools

AI Marketing Tools

Job description

Customer Engagement Manager

Department: [SBISL] Digital Marketing

Employment Type: Permanent - Full Time

Location: Bristol

Compensation: £50,000 - £54,000 / year

Description

Shape the future of marketing at SBG. As Customer Engagement Manager, you'll lead our marketing capability, turning business and customer priorities into impactful campaigns and communications that strengthen our brands, improve customer engagement and deliver measurable commercial results.

Leading the marketing team, you'll use customer insight, data, AI and marketing technology to drive innovation, personalisation and performance, while working closely with teams across the business to ensure all activity is customer-focused, compliant and evidence-led.

What you'll be responsible for:

• Develop and deliver marketing plans that support business, customer and commercial objectives.
• Lead the adoption of AI and marketing technology to improve insight, efficiency, personalisation and engagement.
• Coach and develop a high-performing marketing team, fostering a culture of innovation and continuous improvement.
• Manage multi-channel marketing activity across email, social media, content, video, SEO, PPC and reputation management.
• Use customer insight and performance data to optimise engagement throughout the customer lifecycle.
• Deliver targeted and personalised communications that meet customer, privacy and regulatory requirements.
• Partner with Design and Web Development teams to improve website performance, customer journeys and conversion.
• Measure, analyse and report on marketing effectiveness, ROI and customer outcomes.
• Drive a test-and-learn approach, using data and evidence to continuously improve performance.
• Manage marketing budgets and external suppliers to maximise value and results.
• Maintain high standards of brand, content quality, accessibility and compliance.
• Identify new opportunities to enhance customer engagement, business performance and marketing effectiveness.
• Provide governance and oversight of customer communications, ensuring appropriate controls, review and regulatory compliance.

What you'll need:

• Proven experience developing and delivering marketing strategies that drive customer and commercial outcomes.
• Strong leadership skills, with experience building, coaching and developing high-performing teams.
• Experience using AI, automation and marketing technology to improve performance, efficiency and customer engagement.
• Strong understanding of digital marketing channels, including email, social media, content, PPC and SEO.
• Experience using analytics and customer insight to optimise campaigns and inform decision-making.
• Commercially minded, with the ability to interpret data, measure ROI and prioritise activity effectively.
• Excellent communication and stakeholder management skills, with the ability to influence at all levels.
• Good understanding of Consumer Duty and the principles of clear, fair and accessible customer communications.
• Confident making evidence-based decisions and delivering results in a fast-paced environment.
• Comfortable balancing innovation with appropriate governance, risk management and controls.

Our Benefits

• Hybrid working – 2 days in the office and 3 days working from home
• 25 days annual leave, rising to 27 days over 2 years’ service and 30 days after 5 years’ service. Plus bank holidays!
• Discretionary annual bonus
• Pension scheme – 5% employee, 6% employer
• Flexible working – we will always consider applications for those who require less than the advertised hours
• Flexi-time
• Healthcare Cash Plan – claim cashback on a variety of everyday healthcare costsElectric vehicle – salary sacrifice scheme
• 100’s of exclusive retailer discounts
• Professional wellbeing, health & fitness app - Wrkit
• Enhanced parental leave, including time off for IVF appointments
• Religious bank holidays – if you don’t celebrate Christmas and Easter, you can use these annual leave days on other occasions throughout the year.
• Life Assurance - 4 times your salary
• 25% Car Insurance Discount
• 20% Travel Insurance Discount
• Cycle to Work Scheme
• Employee Referral Scheme
• Community support day