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For Companies At a Glance
- Tasks: Lead the digital customer journey and enhance engagement across multiple platforms.
- Company: Join Cala Group, a top UK housebuilder focused on innovation and sustainability.
- Benefits: Enjoy a supportive work culture with opportunities for personal growth and development.
- Other info: Be part of a diverse team that values unique perspectives and fosters inclusivity.
- Why this job: Make a real impact on customer experiences while working with cutting-edge technology.
- Qualifications: Experience in user experience design, analytics, and digital marketing strategies.
The predicted salary is between 50000 - 65000 £ per year.
This is a fixed-term group role, based in either Edinburgh, Scotland or Bourne End, England, with responsibility for supporting eight regions across England and Scotland. The Group Customer Engagement Manager role helps support innovation, optimisation and governance of the Cala digital customer journey across the website and integrated platforms. This role spans eight regions across England and Scotland and is central to driving improved customer engagement, customer satisfaction, lead generation and operational efficiency through digital channels. They combine technical capability, strategic insight, analytical thinking and hands-on delivery to enhance our digital ecosystem—including aspects of the website, personalised customer journeys, database communications and development of our marketing technology platforms.
Key Responsibilities
- Working with the Director of Group Marketing to lead the vision, development and continual optimisation of digital customer experience across online touchpoints, ensuring alignment with sales, marketing and wider business objectives.
- Develop digital channel strategies and translate them into tangible delivery plans that support brand awareness, audience engagement, lead generation and customer service excellence.
- Roadmap future digital initiatives, ensuring ideas are prioritised, resourced and delivered within achievable timeframes.
- Stay close to evolving audience preferences, digital trends and emerging technologies, proactively recommending new strategies, campaigns, tools and channels.
Platform Ownership & Technical Integration
- Provide strategic ownership and ongoing development of marketing technology platforms.
- Oversee the technical integration of MoEngage with key systems including third-party applications, the Cala Homes website, Salesforce Sales Cloud and Service Cloud, in collaboration with the Customer Product Technology team.
- Support ongoing development of digital initiatives for Sales and Customer Service, including new solutions for example telephony solutions, sales commission systems and customer service process improvements.
Customer Journey Design & Execution
- Consult, design and implement personalised digital journeys tailored to priority audience segments across email, sms, web, and automated communications.
- Ensure a seamless end-to-end user experience across multiple channels and touchpoints, grounded in strong analytical insight.
- Continuously optimise journeys and channel performance using A/B testing, experimentation and conversion testing.
Performance Analytics & Continuous Improvement
- Analyse customer behaviour, campaign performance and engagement data to uncover insights and trends that drive optimisation.
- Identify opportunities to enhance performance and maximise ROI across relevant digital channels.
- Monitor and evaluate digital best practices, championing innovation and operational excellence across the organisation.
Stakeholder Management & Collaboration
- Work collaboratively with external agencies and internal teams to deliver innovative digital solutions that support business objectives.
- Provide expert guidance to stakeholders across Sales, Marketing and Customer Service to deliver cohesive digital experiences.
About You
Essential Skills (Must-Have)
- Strong understanding of user-centric design principles.
- Ability to map and optimise end-to-end customer journeys.
- Experience using insights (user research, feedback, analytics) to drive improvements.
- A/B testing, multivariate testing.
- Experience with personalisation engines and rules-based journeys.
- Integration of CMS/DXP with CRM, marketing automation.
- Understanding of lead management, attribution, and lifecycle marketing.
- Tools like Salesforce, Dynamics, HubSpot, Marketo, or similar.
Data, Analytics & Insight
- Using analytics tools (e.g. GA4, Adobe Analytics, Power BI).
- Defining and tracking KPIs such as conversion, engagement, task completion.
- Translating data into actionable experience improvements.
Stakeholder & Cross-Functional Management
- Working effectively across marketing, sales, service, and technology.
- Balancing competing priorities and influencing without direct authority.
- Clear communication with both technical and non-technical stakeholders.
These skills albeit not essential would be highly beneficial in the role
- Experience working in Agile / Scrum environments.
- Managing backlogs, prioritisation, and incremental delivery.
- Supporting adoption and change across the business.
- Documentation skills and user story management – ideally with experience of Confluence/Jira.
Accessibility & Compliance
- Knowledge of accessibility standards.
- Understanding of data protection and privacy (e.g. GDPR).
- Ensuring inclusive and compliant digital experiences.
- Designing consistent experiences across web, mobile, apps, portals, and physically on location.
- Understanding offline/online journeys and handoffs.
Commercial & Business Acumen
- Understanding how digital experience impacts revenue, efficiency, and cost per sale.
- Building business cases and demonstrating ROI.
- Aligning experience improvements to strategic goals.
We recognise that a diverse team makes us a stronger and more successful company. We value different ideas and perspectives as it helps improve our decision-making, products and services. And we’re striving to create an inclusive work environment, in which everyone can feel comfortable as themselves, uniquely contribute and do their best work. If we need to adjust anything in our recruitment process to support you, please contact careers@cala.co.uk.
About Us
The Cala Group is a major UK housebuilder and leading provider of desirable new homes across Scotland, the South of England & Midlands. Driven by a mission to create vibrant and sustainable new communities, our homes are characterised by exceptional design and sector-leading build quality, and we have a passion for providing our customers with a great home buying experience. This is an exciting time to be at Cala. Our approach to sustainability and technology is undergoing a dramatic transformation, and we’re aiming to create an industry-leading experience for both our staff and customers. At Cala, you can expect to be part of an environment which allows you to do meaningful work, while offering opportunities for personal growth. Our goal is to be the favoured employer in our industry and beyond. We encourage applications from those who want to be part of a culture where they can thrive, feel a sense of belonging and be comfortable being themselves at work.
Group Customer Engagement Manager in Bourne End employer: Cala Group Limited
Contact Detail:
Cala Group Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Group Customer Engagement Manager in Bourne End
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Show off your skills! Create a portfolio or a personal website showcasing your projects and achievements. This gives potential employers a taste of what you can bring to the table.
✨Tip Number 3
Prepare for interviews by researching the company and its culture. Tailor your answers to show how your experience aligns with their goals, especially around customer engagement and digital strategies.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team.
We think you need these skills to ace Group Customer Engagement Manager in Bourne End
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Group Customer Engagement Manager role. Highlight your experience with digital customer journeys and any relevant tools you've used, like Salesforce or analytics platforms. We want to see how your skills align with our mission!
Showcase Your Analytical Skills: Since this role involves a lot of data analysis, don’t shy away from sharing specific examples of how you've used analytics to drive improvements in customer engagement. We love numbers, so if you can quantify your achievements, even better!
Demonstrate Collaboration: This position requires working closely with various teams, so be sure to mention any cross-functional projects you've been part of. Share how you’ve effectively communicated with both technical and non-technical stakeholders to achieve common goals.
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at Cala!
How to prepare for a job interview at Cala Group Limited
✨Know Your Digital Stuff
Make sure you brush up on your knowledge of digital customer journeys and the tools mentioned in the job description, like Salesforce and MoEngage. Be ready to discuss how you've used these platforms in the past to enhance customer engagement and satisfaction.
✨Showcase Your Analytical Skills
Prepare to talk about your experience with data analytics tools like GA4 or Adobe Analytics. Think of specific examples where you've used data to drive improvements in customer journeys or campaign performance, and be ready to share those insights.
✨Demonstrate Stakeholder Management
This role involves working with various teams, so be prepared to discuss how you've successfully collaborated with different stakeholders in previous roles. Highlight any experiences where you balanced competing priorities and influenced outcomes without direct authority.
✨Stay Ahead of Trends
Research current digital trends and emerging technologies relevant to customer engagement. Be ready to suggest innovative strategies or tools that could enhance the digital ecosystem at Cala, showing that you're proactive and forward-thinking.