Senior Customer Engagement Manager

The Inside Job; Metropolitan Borough of Solihull; Hybrid; GBP 65,000 - 85,000; Full time

Job summary

A leading company in customer engagement is looking for a Senior Manager of Customer Engagement to lead and optimize strategies for nurturing customer relationships. Responsibilities include managing the complete lifecycle strategy, ensuring effective multi-channel communication, and fostering a high-performing team. The ideal candidate has over 5 years of relevant experience and a strong customer-centric mindset. This role is based in Solihull, requiring attendance at the head offices three days a week.

Qualifications

• 5+ years in Senior Marketing or CRM roles.
• Experience creating customer experiences.
• Strong ability to build strategies and roadmaps.

Responsibilities

• Own customer lifecycle strategy across all channels.
• Lead audience orchestration to ensure relevant communications.
• Define KPIs and measurement frameworks for lifecycle performance.

Skills

Customer-centric mindset

CRM systems knowledge

Reporting and KPI tracking

Interpersonal communication

Ability to influence

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

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