Customer Engagement Manager

Somerset Bridge Group; West of England; Hybrid; GBP 50.000 - 54.000; Vollzeit

Benefits dieser Stelle

Hybrid working

25 days annual leave

Discretionary annual bonus

Pension scheme

Flexible working

Flexi-time

Healthcare Cash Plan

Car Insurance Discount

Travel Insurance Discount

Cycle to Work Scheme

Employee Referral Scheme

Wrkit wellbeing app

Enhanced parental leave

Zusammenfassung

Somerset Bridge Group in Bristol is seeking a Customer Engagement Manager to lead marketing strategy and capability, turning customer priorities into campaigns and communications that boost engagement and commercial outcomes.

You will drive innovation with AI and marketing tech, collaborating with cross-functional teams to ensure compliant, evidence-based activity and measurable results.

Qualifikationen

• Marketing strategy development with measurable outcomes.
• Experience leading marketing teams.
• Experience using AI, automation and marketing tech to boost performance.
• Strong understanding of digital channels: email, social, content, PPC, SEO.
• Ability to analyse data and extract insights to inform decisions.
• Commercial mindset with ROI focus.
• Excellent communication and stakeholder management.
• Understanding Consumer Duty and compliant customer communications.
• Evidence-based decision making in a fast-paced environment.
• Balance innovation with governance and controls.

Aufgaben

• 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.

Kenntnisse

Marketing strategy

Leadership

AI & marketing tech

Digital marketing channels

Analytics & insights

ROI measurement

Stakeholder management

Consumer Duty understanding

Evidence-based decision making

Governance & controls

Jobbeschreibung

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