Senior Customer Engagement Manager

Gymshark; Metropolitan Borough of Solihull; On-site; GBP 60,000 - 80,000; Full time

Job summary

A progressive fitness brand based in Solihull is seeking a Senior Manager of Customer Engagement to oversee the crafting of customer experiences across various digital channels. This role entails owning the customer lifecycle strategy, optimizing audience engagement, and leading a dedicated team. Ideal candidates will have over 5 years of relevant experience and a strong customer-centric mindset. The position also involves collaboration with teams to ensure effective multi-channel strategies, alongside the stimulation of company growth through improved engagements.

Benefits

Performance-based Bonus opportunity

Funded Healthcare benefit

25 days holiday, additional day for your birthday & Bank Holidays

Contributory Employer pension scheme

Flexible benefits programme

Gymshark Employee Discount

Financial, Physical and Mental Wellbeing Support

Enhanced Family Leave package

Life Assurance

Gym Membership to The Lifting Club

Qualifications

• 5+ years in Senior Marketing, CRM or Retention roles.
• Strong customer-centric mindset and experience.
• Proven ability to build strategies and cross-channel journeys.

Responsibilities

• Own the full customer lifecycle strategy.
• Lead audience orchestration for relevant communications.
• Define KPIs and measurement frameworks for lifecycle performance.

Skills

Customer-centric mindset

Reporting and insight generation

Interpersonal and communication skills

Understanding of GDPR and e-Privacy

Ability to influence across the business

Education

5+ years in Senior Marketing, CRM or Retention roles

Tools

CRM systems

Job description

Overview

This is a 12-month FTC.

You’ll lead the strategy behind how we understand, segment, and engage our customers—turning insight into meaningful, measurable outcomes. As Senior Manager of Customer Engagement, you’ll shape how customers are nurtured and retained across every digital touchpoint, ensuring lifecycle moments, personalisation, and multi‑channel journeys are cohesive, scalable, and optimised worldwide. Sitting at the intersection of strategy, data, martech, and execution, you’ll translate big picture direction into actionable plans, drive continuous optimisation, and play a key leadership role within Customer Management.

What you'll be doing

Customer Lifecycle & Audience Orchestration

• Own the full customer lifecycle strategy across acquisition, onboarding, engagement, retention, reactivation, and churn prevention.
• Lead audience orchestration to ensure customers receive relevant, timely, consistent communications across every channel.
• Approve and govern audiences, ensuring strong hygiene, maintenance and compliance.
• Activate lifecycle and behavioural models (propensity, churn risk, CLTV) to drive more targeted engagement.
• Partner with channel teams to deliver scalable, locally relevant lifecycle strategies.

Customer Segmentation & Modelling

• Lead and evolve customer segmentation and ensure consistent use across CRM and digital channels.
• Own the segmentation and modelling roadmap, driving test‑and‑learn improvements.
• Work with Data and Tech to shape requirements and validate models.
• Turn segmentation and insight into clear, actionable recommendations for key teams.

Multi‑Channel Customer Journeys

• Lead the optimisation and governance of all lifecycle journeys, including nurture, win‑back and loss‑prevention.
• Ensure journeys are insight‑led, measurable, scalable and aligned with brand and marketing strategy.
• Prioritise lifecycle moments and continuously refine touchpoints to drive engagement and retention.

Measurement, Insight & Optimisation

• Define KPIs and measurement frameworks for lifecycle performance.
• Lead regular performance reviews, insight generation and hindsighting.
• Embed learnings into future planning and roadmap prioritisation.

MarTech & Data Enablement

• Act as a senior business owner for CDP and personalisation tools.
• Partner with technical teams to enhance platform capabilities and support scalable activation and measurement.

Strategic, VIP & Ad‑Hoc Audiences

• Shape strategies for high‑value customer groups with Loyalty and Retail teams.
• Support ad‑hoc and campaign‑specific audience needs while ensuring governance and consistency.

People Leadership

• Lead and develop a high‑performing customer engagement team.
• Set clear priorities, create development plans and foster a culture of curiosity, accountability and continuous improvement.
• Model strong stakeholder management and customer‑first thinking.

What you'll have

• 5+ years in Senior Marketing, CRM or Retention roles.
• Strong customer‑centric mindset and experience creating great customer experiences.
• Proven ability to build strategies, roadmaps and cross‑channel journeys.
• Strong CRM systems knowledge and experience with multi‑channel setups.
• Skilled in reporting, insight generation and KPI tracking.
• Experienced managing internal and external partners.
• Strong interpersonal, communication and listening skills.
• Understanding of GDPR, e‑Privacy and data regulations.
• Line management experience and ability to build effective team structures.
• Curious, data‑led, action‑oriented and comfortable with ambiguity and change.
• Able to influence and identify marketing opportunities across the business.

You must be able to attend out GSIQ head offices (Solihull), 3 days per week.

Closing date: Monday 9th February

Belonging at Gymshark

Our mission is to be a place where everyone belongs. We’re an equal opportunities employer, and for us that means we always strive to be as inclusive as possible in all aspects of employment, right from your application. We’re committed to finding reasonable adjustments for candidates with specific needs or have a disability during our recruitment process, and all applicants will be considered fairly and equally. We do not tolerate discrimination of any kind. If you’d like to request a reasonable adjustment please email [e-mail].

About us

We’re here to unite the conditioning community. We believe that putting the sweat in today, prepares us for tomorrow. So, we give people the tools they need to reach further, go faster, be stronger. We celebrate those who show up – for themselves – to be their physical or mental best, whatever that means for them. It’s what we want for our community, and our team. A team that’s growing rapidly around the world. A collective of talented individuals working together to invent Gymshark’s future. Our plans are ambitious, and we’re looking for people who want to join us for the ride – our growth will be your growth.

The perks

Standard benefits include:

• Performance-based Bonus opportunity
• Funded Healthcare benefit
• 25 days holiday, additional day for your birthday & Bank Holidays
• Contributory Employer pension scheme
• Flexible benefits programme – including salary sacrifice EV scheme, dental insurance, cycle to work, tech scheme, holiday trading
• Gymshark Employee Discount & long service awards
• Access to High Street cashback and discounts
• Financial, Physical and Mental Wellbeing Support
• Enhanced Family Leave package
• Life Assurance

Office location specific benefits include (IQ):

• Gym Membership to The Lifting Club (LC)
• Onsite lunch provision & coffee bars

Office location specific benefits include (LDN):

• Funded multi-site fitness membership

Note: The bonus program and benefits have certain eligibility requirements. Gymshark reserves the right to amend these programs in whole or in part at any time without advance notice.

Privacy and application related details are provided for applicants as part of the process.