Senior CX and Engagement Strategist

As a Senior CX and Engagement Strategist you’ll work with organisations to design and deliver meaningful, measurable customer experiences from the point of acquisition through to retention that inspire connection and drive impact. Blending data insight with creative strategy and bringing a deep understanding of how marketing technology can be leveraged, you’ll design acquisition and engagement approaches that build awareness, drive conversion, deepen relationships, and deliver measurable growth. Working with clients across sectors from charities and membership bodies to cultural and public institutions across various projects, the role leads in defining and driving the strategic approach for our clients in how they engage their audiences, ensuring outcomes are value focused and that delivery of work is of the highest standard. Responsibilities Lead the strategic development of customer-centric strategies aligning audience insight, brand, content, new ways of working and technology to deliver clear, measurable outcomes. Establish CX Governance models and frameworks that define how the organisation scales engagement Define audience acquisition strategies and plans and drive campaign strategies and optimisation, managing campaign delivery personnel Have a keen interest and insight on the role of SEO and CRO in driving audience engagement Define audience segments, journeys, and value drivers using data, analytics, and research, translating complex insight into actionable plans. Partner with data, content, and creative teams to design personalised experiences that nurture relationships through retention and advocacy. Define the strategic requirements for the experience stack (CRM, CDP, AI) working with tech experts to ensure technical architectures are designed to deliver long‑term business intelligence and customer value. Establish measurement and optimisation frameworks that connect marketing and engagement activity to KPIs, using dashboards, reporting, and experimentation to improve performance. Translate data findings into clear stories and recommendations for clients and internal teams, fostering a culture of evidence based decision making. Build and manage strategic client roadmaps, aligning engagement strategies with organisational priorities and operational realities. Play a key role in contributing to new business activity and client growth, showcasing Manifesto’s expertise in audience insight, performance, and engagement strategy. Working with the Principal Consultant for CX and engagement to define our agency proposition in this space. Coach teams and clients to adopt data‑informed, technology‑enabled marketing practices that drive sustainable growth. Establish and maintain feedback loops to measure client satisfaction and drive continuous improvement. Balance big‑picture strategic thinking with tactical and pragmatic approaches. Manage and foster deep and trusted client relationships especially across senior and executive leadership levels. Ensure staying abreast of sector, industry and audience trends to open opportunities. Lead on new business proposals and pitches and participate actively in helping us win exciting and challenging new projects by helping to shape the pitch narrative and making our ideas a compelling story for potential clients. Represent Manifesto as a thought leader in NFP, Membership, Visitor attractions, and commercial sectors, contributing to blogs, whitepapers, and public speaking engagements. Dimensions Budget: N/A Headcount: N/A Resource complexity and nature of work teams: Works in complex, matrix environments, coordinating multi‑disciplinary teams, stakeholders, and external partners across concurrent priorities. Influences without direct authority, aligning resources around shared outcomes while balancing strategic direction with practical delivery. Problem solving responsibility and complexity: Responsible for solving complex, ambiguous problems that span customer experience, data, technology, and organisational change. Applies structured CX and engagement frameworks to diagnose issues, define strategic options, and make evidence‑based decisions that balance user needs, commercial goals, and delivery constraints. Change management requirements: The role requires defining the strategic approach to shifting organisational culture, internal processes and operational model to be audience first. Internal/External interactions: Manifesto LT, Manifesto Strategy, Principal Consultant, Delivery, Design, Tech, teams, Clients, Client partner agencies and Prospects. Strategic timeframe working towards: 1‑3 year business plan About you Professional knowledge and experience Significant experience in digital experience and transformation programmes, with a focus on designing and delivering joined up customer and supporter experiences across channels. Significant experience in designing and delivering activity across marketing and engagement channels including social media, SEO and CRO Active and experienced problem solver, able to apply CX strategy frameworks, journey mapping, and service design techniques to uncover insight and shape practical, human‑centred solutions. Strong data literacy able to interpret qualitative and quantitative insight, identify trends, and translate them into strategic recommendations and performance improvements with deep experience in using GA4 Strong facilitator and communicator, confident in leading discovery sessions, co‑design workshops, and stakeholder engagement with senior client teams. Comfortable navigating ambiguity, able to make sense of complex client challenges, structure them into clear opportunities, and define actionable pathways toward desired outcomes. Detail‑oriented, skilled in breaking down intricate journeys, systems, and processes into understandable and relatable models that inform design and decision‑making. Proven ability to build trust and influence stakeholders at all levels, from executive sponsors to delivery teams, aligning around shared vision and measurable goals. High commercial and strategic acumen, balancing user needs, organisational objectives, and technical feasibility to drive impact and sustainability. Proficient with customer data, analytics, and experience measurement tools, using insight to inform strategy and demonstrate value. Understanding of marketing and experience technology ecosystems (e.g. CMS, CRM, CDP, analytics, automation), and how they enable personalised, consistent customer journeys. Understanding and keeping abreast of emerging technologies such as AI, personalisation, and automation and their implications for customer experience and engagement. Deep understanding of the challenges and opportunities in the nonprofit, membership, cultural, and public sectors, and how experience strategy supports mission‑led organisations. Experience in new business development or proposal support, crafting compelling narratives that connect audience insight with strategic opportunity. Experience working within multi‑disciplinary digital teams, bridging strategy, design, and technology to deliver cohesive, experience‑led solutions. Understanding of Agile, Lean, and human centred design methodologies, and how they apply to CX and engagement Experience applying AI, automation, or personalisation in enhancing user journeys and service efficiency Technical skills Research