At a Glance
- Tasks: Lead customer engagement strategies and optimise multi-channel journeys for impactful outcomes.
- Company: Join Gymshark, a rapidly growing brand in the fitness community.
- Benefits: Enjoy competitive perks like performance bonuses, healthcare, and flexible benefits.
- Other info: Work in a supportive culture that values inclusivity and personal growth.
- Why this job: Shape customer experiences and drive engagement in a dynamic, innovative environment.
- Qualifications: 5+ years in marketing or CRM roles with strong customer-centric skills.
The predicted salary is between 43200 - 72000 £ per year.
OVERVIEW: This is a 12-month FTC. You will 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 will 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 will 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 our 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 are 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 are 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.
ABOUT US. We are 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
- EV charge points available
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.
Senior Customer Engagement Manager in Solihull employer: Gymshark
Gymshark is an exceptional employer that fosters a culture of inclusivity and growth, making it an ideal place for professionals seeking meaningful engagement in their careers. With a strong focus on employee development, competitive benefits including performance-based bonuses, funded healthcare, and flexible working arrangements, our Solihull office provides a vibrant environment where creativity and collaboration thrive. Join us to be part of a rapidly growing team dedicated to empowering individuals in their fitness journeys while enjoying unique perks like gym memberships and onsite amenities.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Engagement Manager in Solihull
✨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
Prepare for interviews by researching the company and its culture. Tailor your answers to show how your experience aligns with their values and goals. We want to see your passion!
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online platforms. The more comfortable you are, the better you’ll perform when it counts.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can keep you top of mind and show your enthusiasm for the role. Plus, it’s just good manners!
We think you need these skills to ace Senior Customer Engagement Manager in Solihull
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in customer engagement and lifecycle strategies. We want to see how your skills align with our mission and the specific role.
Showcase Your Data Skills:Since this role is all about data-driven decisions, don’t forget to mention your experience with CRM systems and any relevant metrics you've worked with. We love numbers that tell a story!
Be Personable:We’re looking for someone who can lead a team and engage with customers effectively. Use your application to show off your communication skills and how you’ve built relationships in past roles.
Apply Through Our Website:To make sure your application gets the attention it deserves, apply directly through our website. It’s the best way for us to keep track of your application and get back to you quickly!
How to prepare for a job interview at Gymshark
✨Know Your Customer Engagement Strategies
Before the interview, brush up on the latest trends in customer engagement and retention strategies. Be ready to discuss how you would approach customer lifecycle management and audience orchestration, as these are key aspects of the role.
✨Showcase Your Data Skills
Since this position involves a lot of data-driven decision-making, prepare examples of how you've used data to inform your marketing strategies. Highlight any experience with CRM systems and customer segmentation models to demonstrate your expertise.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills. Think about past challenges you've faced in customer engagement and how you overcame them. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Emphasise Team Leadership Experience
As a Senior Manager, you'll be leading a team. Be prepared to discuss your leadership style and how you've developed high-performing teams in the past. Share specific examples of how you've fostered a culture of accountability and continuous improvement.
