Customer Engagement Manager

What you'll be responsible for:

• Develop and deliver marketing plans that support business, customer and commercial objectives.
• Lead the adoption of AI and marketing technology to improve insight, efficiency, personalisation and engagement.
• Coach and develop a high-performing marketing team, fostering a culture of innovation and continuous improvement.
• Manage multi-channel marketing activity across email, social media, content, video, SEO, PPC and reputation management.
• Use customer insight and performance data to optimise engagement throughout the customer lifecycle.
• Deliver targeted and personalised communications that meet customer, privacy and regulatory requirements.
• Partner with Design and Web Development teams to improve website performance, customer journeys and conversion.
• Measure, analyse and report on marketing effectiveness, ROI and customer outcomes.
• Drive a test-and-learn approach, using data and evidence to continuously improve performance.
• Manage marketing budgets and external suppliers to maximise value and results.
• Maintain high standards of brand, content quality, accessibility and compliance.
• Identify new opportunities to enhance customer engagement, business performance and marketing effectiveness.
• Provide governance and oversight of customer communications, ensuring appropriate controls, review and regulatory compliance.

What you'll need:

• Proven experience developing and delivering marketing strategies that drive customer and commercial outcomes.
• Strong leadership skills, with experience building, coaching and developing high-performing teams.
• Experience using AI, automation and marketing technology to improve performance, efficiency and customer engagement.
• Strong understanding of digital marketing channels, including email, social media, content, PPC and SEO.
• Experience using analytics and customer insight to optimise campaigns and inform decision-making.
• Commercially minded, with the ability to interpret data, measure ROI and prioritise activity effectively.
• Excellent communication and stakeholder management skills, with the ability to influence at all levels.
• Good understanding of Consumer Duty and the principles of clear, fair and accessible customer communications.
• Confident making evidence-based decisions and delivering results in a fast-paced environment.
• Comfortable balancing innovation with appropriate governance, risk management and controls.

Our Benefits

• Hybrid working – 2 days in the office and 3 days working from home
• 25 days annual leave, rising to 27 days over 2 years’ service and 30 days after 5 years’ service. Plus bank holidays!
• Discretionary annual bonus
• Pension scheme – 5% employee, 6% employer
• Flexible working – we will always consider applications for those who require less than the advertised hours
• Flexi-time
• Healthcare Cash Plan – claim cashback on a variety of everyday healthcare costs
• Electric vehicle – salary sacrifice scheme
• 100’s of exclusive retailer discounts
• Professional wellbeing, health & fitness app - Wrkit
• Enhanced parental leave, including time off for IVF appointments
• Religious bank holidays – if you don’t celebrate Christmas and Easter, you can use these annual leave days on other occasions throughout the year.
• Life Assurance - 4 times your salary
• 25% Car Insurance Discount
• 20% Travel Insurance Discount
• Cycle to Work Scheme
• Employee Referral Scheme
• Community support day