Head of Customer Engagement & Enablement

The Warehouse Group; Auckland; Hybrid; NZD 180,000 - 280,000; Full time

Benefits offered by this job

Free car parking & EV charging

Retail discounts across brand

Birthday off

Charity day off

Parental leave up to 26 weeks

Hybrid Fridays work from home

Job summary

The Warehouse Group in Auckland is seeking a Head of Customer Engagement & Enablement to lead the strategy for our customer data, loyalty and personalisation ecosystem. You will oversee platforms like Salesforce Marketing Cloud, CDP, Loyalty and Google Analytics to drive measurable outcomes.

You will partner with Marketing, Product, Trade, Data and Technology teams to embed insights into daily planning, while guiding a high-performing team and governance frameworks across the ecosystem.

Qualifications

• Experience leading digital, marketing technology or customer engagement teams.
• Track record in customer data, loyalty, personalization ecosystems and multi-channel marketing.
• Strong stakeholder, vendor and cross-functional collaboration capabilities.

Responsibilities

• Lead the vision, strategy and roadmap for TWG’s customer data, loyalty and personalisation ecosystem.
• Oversee Salesforce Marketing Cloud, CDP, Loyalty, Google Analytics, Agentforce and AdTech stack.
• Drive end-to-end customer lifecycle and personalisation strategy across owned and digital channels.
• Translate customer data and performance insights into actionable guidance for teams and leaders.
• Partner with Marketing, Product, Trade, Data and Technology to embed insights into planning and prioritisation.
• Develop frameworks for measurement, automation effectiveness, data usage and governance.
• Lead, mentor and develop a high-performing team within a shared service model.
• Build strong vendor and partner relationships to drive platform innovation and ROI.

Skills

Leadership

CRM

Martech

Adtech

Stakeholder mgmt

Tools

Salesforce Marketing Cloud

CDP

Google Analytics

Agentforce

AdTech stack

Job description

Company Description

At The Warehouse Group, we’re focused on helping Kiwis live better every day. Across The Warehouse, Warehouse Stationery and Noel Leeming, we’re building more connected, customer-led experiences powered by data, technology and insights.

With 1.5 million shoppers across our brands each week (in-store and online), this key leadership role will help shape the strategy and execution of our customer data, loyalty, automation, personalisation and insights ecosystem, ensuring our technology and teams are enabled to bring smart, relevant and commercial customer experiences (and engagement) at scale.

Job Description

Reporting to the GM Omni Channel & Digital Experience, our Head of Customer Engagement & Enablement role bridges business goals and technology capability - combine technical expertise, commercial rigour and stakeholder management - (5 DRs plus a wider team) setting clear direction and ensuring our Martech, Adtech and customer data ecosystem delivers strong customer and commercial outcomes.

• Lead the vision, strategy and roadmap for TWG’s customer data, loyalty and personalisation ecosystem.
• Oversee key customer platforms including Salesforce Marketing Cloud, CDP, Loyalty, Google Analytics, Agentforce and the AdTech stack.
• Drive end-to-end customer lifecycle and personalisation strategy across owned and digital channels.
• Translate customer, performance and first-party data into simple, actionable insights for teams and leaders.
• Partner with Marketing, Product, Trade, Data and Technology teams to embed customer insights into everyday behaviour, planning and prioritisation.
• Develop frameworks for measurement, automation effectiveness, data usage and responsible governance.
• Lead, mentor and develop a high-performing team within a shared service model.
• Build strong vendor and partner relationships to drive platform innovation, reliability and return on investment.

Qualifications

It goes without saying, passion and technical understanding in customer data and technology is the base! But more than that, you’ll have a good track record l working cross functionally across stakeholders to bring cohesion, simplify the complex and translate customer and commercial goals into an actionable plan that can deliver big business impacts!

What You’ll Bring

• Leadership experience in digital, marketing technology, CRM, customer data or customer engagement roles
• Extensive experience across Martech, Adtech, customer data, marketing automation, personalisation or multi-platform marketing ecosystems and technologies.
• Excellent stakeholder, partner and vendor management capability.
• Retail, omnichannel, large-scale customer environments or digital transformation experience advantageous.
• Understanding of Salesforce Marketing Cloud, CDP, AdTech integrations, privacy, data governance and consent frameworks

Additional Information

Come work with us!

At The Warehouse Group, you'll be part of a business that’s continuously evolving and investing in the future. We offer a collaborative, inclusive environment where innovation is encouraged, and great ideas can become reality.

Awesome Northcote location with views across the water.

Benefits

• free car parking plus EV charging and on-site gym and cafe
• eligibility for great discounts across our retail brands!
• birthday off
• charity day off
• paid parental leave up to 26 weeks
• hybrid working with Fridays work from home

If you’re excited by the opportunity, ready to lead customer engagement, enablement and personalisation at scale, we’d love to hear from you.