Customer Engagement Manager, User Groups EMEA

Infor; Farnborough; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading IT services firm in Farnborough seeks a Customer Engagement Manager for User Groups to develop strategies that enhance customer relationships and community engagement. You will work cross-functionally to align business objectives with user group needs, manage events, and advocate for customer priorities. The ideal candidate has a strong B2B background with over 5 years of experience in customer engagement, communication skills, and stakeholder management.

Qualifications

• 5+ years in customer engagement, customer success, marketing, or related B2B roles.
• Experience managing live and virtual customer-facing events.
• Proven experience working with enterprise-level customers in the EMEA region.

Responsibilities

• Develop, execute, and evolve the customer engagement strategy for User Groups.
• Build and maintain strong relationships with customer boards.
• Track and analyze engagement metrics to inform decision-making.

Skills

Customer engagement

Stakeholder management

Event management

Cross-functional collaboration

Communication skills

Tools

CRM platforms

Analytics platforms

Job description

Overview

Infor Farnborough, England, United Kingdom

Location: EMEA Region (Office-based in Barcelona, Farnborough, Munich, Oslo, Paris, Stockholm, Utrecht)

Reports to: Director, Customer Engagement – part of the Infor Customer Marketing function

Job Summary:

At Infor, we succeed when our customers succeed.

As the Customer Engagement Manager, User Groups EMEA, you will play a pivotal role in shaping, executing, and evolving the strategy for Infor’s customer-led User Group communities. Your mission: deepen customer relationships, amplify User Group value, and champion initiatives that elevate the broader User Group program Infor proudly supports.

As a key member of a small team of customer-facing experts, you will serve as the primary point of contact and trusted advisor for internal stakeholders and the governing boards of 15–18 customer-led User Groups across the EMEA region. You’ll be responsible for aligning Infor’s business objectives with the evolving needs of these communities to ensure mutual value and growth. This role requires a passion for community, a strategic mindset, and operational know-how to support community-led in-person and virtual events that drive engagement and advocacy. Activities will support key measures including user community growth, engagement and customer advocacy.

• Develop, execute, and continuously evolve the customer engagement strategy for User Groups in alignment with business objectives and changing customer needs
• Build and maintain strong relationships through regular close communication with the strategic customer boards leading our key User Group communities across the EMEA region
• Lead strategy for in-region opportunities in alignment with integrated marketing programs
• Serve as the internal “voice of the customer board” advocating for their needs and priorities across internal teams
• Work cross-functionally with Product, Field Marketing, Customer Success, Solution Marketing, Presales, and Sales to support integrated programs and seamless event execution
• Partner across Marketing to support the event portfolio strategy, leverage relationships within our customer community to increase brand advocates and competitive differentiation through customer evidence
• Track and analyze engagement metrics, using data to assess program impact, inform decision-making, and report key trends and outcomes to internal stakeholders
• Help turn engaged users into brand champions by identifying and nurturing advocacy opportunities in collaboration with the broader Customer Marketing team
• As part of our Principle Based Management guiding principles everyone carries the responsibility to share knowledge and that all important comparative advantage, to get the best possible outcome for our customers
• This helps us to be proactive in identifying and raising attention to concerns, risk, issues and opportunities as ONE INFOR

Qualifications

• 5+ years in customer engagement, customer success, marketing, or related B2B roles
• Proven experience working with enterprise-level customers in the EMEA region
• Strong communication, relationship-building, and stakeholder management skills
• Demonstrated ability to work cross-functionally and influence without authority
• Experience managing live and virtual customer-facing events
• Familiarity with CRM, community engagement, and analytics platforms
• Multilingual proficiency is a plus

Preferred Attributes

• Self-starter with a high degree of initiative and autonomy
• Strategic thinker who can also execute tactically
• Comfortable navigating complexity within global enterprise organizations
• Customer-first mindset with a passion for community and shared success
• Demonstrated economic thinking and the ability to develop scalable, repeatable frameworks for execution

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Marketing

Industries

• IT Services and IT Consulting and Software Development