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For Companies At a Glance
- Tasks: Lead customer engagement strategies and optimise multi-channel journeys for impactful outcomes.
- Company: Join a dynamic team at a leading company focused on customer experience.
- Benefits: Competitive salary, professional development, and a vibrant work culture.
- Why this job: Shape customer experiences and drive meaningful engagement across digital platforms.
- Qualifications: 5+ years in marketing or CRM roles with strong leadership skills.
- Other info: Work in a collaborative environment with opportunities for growth.
The predicted salary is between 36000 - 60000 ÂŁ per year.
This is a 12-month FTC. You’ll 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’ll 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’ll 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.
Senior Customer Engagement Manager (12m FTC) employer: The Inside Job
Contact Detail:
The Inside Job Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Engagement Manager (12m FTC)
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Senior Customer Engagement Manager role. A personal recommendation can go a long way in getting your foot in the door.
✨Tip Number 2
Prepare for interviews by diving deep into the company’s customer engagement strategies. Show us that you understand their approach and have ideas on how to enhance it. Tailoring your insights will make you stand out as a candidate who’s genuinely interested.
✨Tip Number 3
Don’t just wait for job postings—be proactive! If you see a company you love, reach out directly through our website. Express your interest in potential roles and share how your experience aligns with their needs.
✨Tip Number 4
Follow up after interviews! A quick thank-you email reiterating your enthusiasm for the role and summarising how you can contribute to their customer engagement strategy can leave a lasting impression.
We think you need these skills to ace Senior Customer Engagement Manager (12m FTC)
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 the role, so don’t hold back on showcasing your achievements!
Showcase Your Data Skills: Since this role is all about turning insights into action, be sure to mention any experience you have with data analysis, CRM systems, and customer segmentation. We love a candidate who can demonstrate their ability to use data to drive results!
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use bullet points where possible to make it easy for us to read through your qualifications and experiences. We appreciate clarity!
Apply Through Our Website: Don’t forget 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’s super easy to do!
How to prepare for a job interview at The Inside Job
✨Know Your Customer Lifecycle
Make sure you understand the full customer lifecycle strategy. Be ready to discuss how you've previously owned and optimised each stage, from acquisition to churn prevention. Bring examples of how your strategies have led to measurable outcomes.
✨Showcase Your Data Skills
Since this role involves a lot of data-driven decision-making, be prepared to talk about your experience with customer segmentation and modelling. Highlight specific tools or methodologies you've used to turn insights into actionable recommendations.
✨Demonstrate Multi-Channel Expertise
This position requires a strong grasp of multi-channel customer journeys. Share your experiences in leading optimisation efforts across various channels and how you've ensured consistency and relevance in communications.
✨Leadership and Team Development
As a Senior Manager, you'll need to lead a high-performing team. Discuss your approach to people leadership, including how you've set priorities, created development plans, and fostered a culture of accountability and continuous improvement.
