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- Tasks: Lead the design and execution of a cutting-edge omnichannel engagement strategy.
- Company: Join a global leader in employee engagement and benefits, transforming workplaces.
- Benefits: Enjoy flexible holidays, wellbeing allowances, private medical insurance, and more!
- Other info: Be part of a dynamic team with a focus on innovation and inclusivity.
- Why this job: Make a real impact on customer engagement and drive commercial success.
- Qualifications: Proven experience in customer engagement and strong data literacy required.
The predicted salary is between 80000 - 100000 ÂŁ per year.
Reward Gateway, part of Edenred, is a global leader in benefits and employee engagement. We help businesses attract, engage, and retain top talent through strategic reward, recognition, and well-being solutions. Guided by our shared missions - âMaking the World a Better Place to Workâ and âEnriching Connections, For Goodâ - weâre committed to transforming workplaces and improving peopleâs daily lives. Our team embodies entrepreneurial spirit, innovation, and respect. We push boundaries, speak up, and stay human, fostering a culture where imagination thrives!
Your Role in our Mission: The Head of Omnichannel (Customer Engagement) is accountable for designing, owning, and scaling a best-in-class omnichannel engagement model that drives customer adoption, usage, renewal confidence, and commercial outcomes across the customer base. This role operates in close partnership with Client Success Directors and the Director of Client Success, enabling those leaders to focus their time and attention on the accounts and segments that will drive the greatest platform adoption and commercial impact.
As Head of Omnichannel, you will be responsible for the following key outcomes:
- Increased platform adoption and feature usage across all customer segments
- Improved renewal confidence and reduced churn risk
- Scalable engagement for mid-market and long-tail customers
- Clear prioritisation of engagement effort aligned to high-impact accounts
- Consistent, repeatable engagement playbooks that support Client Success teams
- Clear ROI and value storytelling through engagement and usage metrics
Whatâs In It For Me? A chance to be part of an extremely well established, stable and high growth âUnicornâ SaaS company with over 50 benefits in our employee benefits package, including:
- A flexible holiday plan of up to 40 days per year
- ÂŁ400 a year Wellbeing Allowance
- Private Medical Insurance
- Allowance for professional development books, E-books, and podcasts
- Contributory pension scheme
- Employee, friends and family discounts across 1200+ retail, hospitality and lifestyle brands
Flexible, Hybrid Working: Collaboration, connection as a team, and strong internal relationships are part of the âRG Magicâ that makes our culture thrive. Our teams work from our Dean Street office two days per week.
What Youâll be Doing:
- Omnichannel Strategy & Ownership
- Define and own the end-to-end omnichannel engagement strategy across the customer lifecycle (onboarding, adoption, value realisation, renewal)
- Design a tiered engagement model aligned to customer value, service levels, and account priorities
- Ensure consistent engagement experiences across digital, remote, and in-person touchpoints
- Act as the single point of accountability for how customers are engaged at scale
- Partnership with Client Success & Community
- Work in close partnership with Client Success Directors to identify priority accounts requiring targeted engagement
- Adoption risks and opportunities across the portfolio
- Enable the Director of Client Success to focus on strategic accounts by providing scalable engagement coverage elsewhere
- Ensure engagement activity is always aligned to account-level outcomes and renewal strategy
- Tech-Touch & Scaled Engagement
- Own the tech-touch engagement model for lower-value and long-tail customers
- Design automated journeys using email, in-app messaging, campaigns, webinars, and content
- Ensure tech-touch engagement is commercially effective and outcome-focused, not a reduced experience
- Continuously optimise journeys based on adoption, engagement, and renewal data
- Engagement Programmes & Campaigns
- Own high-impact engagement programmes including launches, refreshes, roadshows, and campaigns
- Ensure engagement activity directly supports adoption of key products and features
- Usage growth and behavioural change
- Renewal positioning and commercial outcomes
- Build repeatable playbooks that Client Success teams can deploy consistently
- Content & Communications Leadership
- Own the customer-facing content strategy for engagement, adoption, and value communication
- Ensure content is clear, outcome-led, and commercially relevant
- Consistent across channels and customer segments
- Easy for Client Success teams and customers to consume and reuse
- Oversee customer communications planning, cadence, and prioritisation
- Data, Insight & Commercial Impact
- Define and own engagement success metrics (usage, adoption, reach, value indicators)
- Provide clear insight into how engagement activity supports retention and renewal confidence
- Expansion opportunities
- Use data to prioritise engagement investment and continuously improve effectiveness
- Leadership & Team Management
- Lead and develop a multi-disciplinary omnichannel team, including Engagement Specialists, Communication Specialists, Content Specialists, Tech-Touch / Scaled Engagement roles
- Set clear objectives, standards, and performance expectations
- Build capability, progression paths, and succession within the team
Experience and Skills You Need in this Role:
- Proven experience leading customer engagement, lifecycle, or omnichannel teams in a B2B or B2B2C environment
- Strong understanding of Client Success, renewals, and adoption-led growth
- Previous experience designing and operating scaled or tech-touch engagement models
- Strong commercial mindset with proven ability to link engagement activity to revenue outcomes
- Excellent stakeholder management and senior-level influence
- Highly data-literate with a bias toward action and continuous improvement
- Previous experience operating within segmented or tiered customer models
- Background in SaaS, platforms, or subscription-based businesses
- Experience working closely with Product, Marketing, and Commercial teams
- Familiarity with CRM, engagement automation, and analytics tools
- Operates with clear ownership and accountability
- Acts as an enabler to Client Success leadership, not a parallel function
- Thinks in systems rather than one-off activity
- Balances creativity with commercial discipline
- Sets a high bar for quality, consistency, and impact
The Interview Process:
- Screening call with Senior Talent Partner
- First stage interview with Director of Client Success and UK Commercial Director
- Take home assessment task
- Final face to face interview in office with Director of Client Success and UK Commercial Director.
At Reward Gateway | Edenred, we are committed to ensuring an inclusive and accessible recruitment process for all candidates. If you have any specific requirements or need reasonable adjustments at any stage of the recruitment journey, please let your Talent Acquisition Partner know. Your needs are important to us, and we want to ensure an equitable experience for every candidate. Be comfortable. Be you. We want every employee to feel comfortable bringing their passion, creativity and individuality to work. We value all cultures, backgrounds and experiences, because we believe diversity drives innovation and makes us stronger.
Head of Omnichannel employer: Reward Gateway
Contact Detail:
Reward Gateway Recruiting Team
StudySmarter Expert Advice đ¤Ť
We think this is how you could land Head of Omnichannel
â¨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those at Reward Gateway. A friendly chat can open doors and give you insights that a job description just can't.
â¨Tip Number 2
Prepare for the interview by knowing your stuff! Research Reward Gatewayâs mission and values, and think about how your experience aligns with their goals. Show them youâre not just another candidate.
â¨Tip Number 3
Practice makes perfect! Get a friend to do mock interviews with you. This will help you articulate your thoughts clearly and boost your confidence when itâs time to shine.
â¨Tip Number 4
Donât forget to follow up! After your interview, send a thank-you email. It shows appreciation and keeps you on their radar. Plus, itâs a great chance to reiterate your enthusiasm for the role!
We think you need these skills to ace Head of Omnichannel
Some tips for your application đŤĄ
Tailor Your Application: Make sure to customise your CV and cover letter to reflect the specific skills and experiences that align with the Head of Omnichannel role. Highlight your experience in customer engagement and omnichannel strategies, as this will show us you understand what we're looking for.
Showcase Your Data Skills: Since this role is all about data-led engagement, donât forget to include examples of how you've used data to drive customer adoption and improve outcomes in previous roles. We love seeing candidates who can back up their claims with solid metrics!
Be Authentic: We value creativity and individuality, so let your personality shine through in your application. Share your passion for making workplaces better and how you embody our mission. This helps us see if youâd be a good fit for our culture.
Apply Through Our Website: For the best chance of success, make sure to apply directly through our website. This ensures your application gets to the right people quickly and allows us to keep track of all applicants efficiently. Plus, itâs super easy!
How to prepare for a job interview at Reward Gateway
â¨Know Your Omnichannel Strategy
Before the interview, dive deep into omnichannel engagement strategies. Understand how they can drive customer adoption and retention. Be ready to discuss your vision for a best-in-class model that aligns with the company's mission.
â¨Showcase Your Data Skills
Since this role is highly data-driven, prepare examples of how you've used data to inform engagement strategies in the past. Highlight specific metrics you've tracked and how they influenced your decisions.
â¨Engagement Playbooks are Key
Familiarise yourself with the concept of repeatable engagement playbooks. Think about how you would design these for different customer segments and be prepared to share your ideas during the interview.
â¨Collaboration is Crucial
This role requires close partnership with Client Success Directors. Be ready to discuss how you've successfully collaborated with cross-functional teams in the past and how you plan to enable their focus on high-impact accounts.