Customer Engagement Manager (12m FTC)

OVERVIEW:

This is a 12m FTC. You will own and lead the global customer lifecycle, audience, and segmentation strategy end-to-end, ensuring customer understanding is translated into measurable growth in engagement, retention, and lifetime value. The role operates at the intersection of strategy, data, martech, and execution, driving consistent, scalable customer experiences across all digital channels and regions.

WHAT YOU'LL BE DOING

Customer Lifecycle, Audience & Segmentation

• Own the global lifecycle strategy across acquisition, onboarding, engagement, retention, reactivation, and churn prevention.

• Define, evolve, and govern customer audiences and segmentation models, including lifecycle, behavioural, VIP, and ad-hoc audiences.

• Lead activation of behavioural models (e.g. propensity, churn risk, CLTV) to drive relevance and performance across campaigns and always-on journeys.

• Partner with regional teams to balance global consistency with local relevance.

Journey Orchestration & Activation

• Design, optimise, and govern multi-channel customer journeys, including nurture, win-back, loss prevention, and campaign-led journeys.

• Ensure customers receive timely, relevant, and coherent communications across all touchpoints.

• Align journey messaging with lifecycle stage, audience intent, and brand standards in partnership with channel and creative teams.

Measurement, Optimisation & Governance

• Define KPIs and measurement frameworks for lifecycle, segmentation, and audience strategies.

• Lead performance reviews, insight generation, and continuous optimisation across audiences, journeys, and channels.

• Own governance for audience hygiene, suppression logic, sunsetting policies, churn thresholds, and database health.

MarTech, Data & Enablement

• Act as a business owner for martech platforms (e.g. CDP, CRM, automation), ensuring full utilisation and scalability.

• Partner with Data, Tech, and Analytics teams to translate customer strategy into technical requirements and delivery roadmaps.

• Enable stakeholders to adopt customer-first, data-led decision making.

People Leadership

• Lead and develop a high-performing lifecycle and CRM team.

• Set clear priorities and balance workload across always-on activity, strategic initiatives, and campaigns.

WHAT YOU'LL HAVE 

• 8+ years’ experience in CRM, lifecycle, or customer marketing, including people leadership.

• Deep expertise in segmentation, lifecycle design, and multi-channel activation.

• Strong martech and data-driven marketing knowledge.

• Proven ability to lead cross-functional initiatives and translate insight into action.

Preferred Skills: 

• Confident, persuasive stakeholder manager with the ability to challenge constructively. 

• Experience influencing senior leadership and holding teams accountable to standards. 

• Strong feedback, coaching, and team development capabilities. 

CLOSING DATE: Friday 2nd January 2026