Customer Engagement Manager (Strategy and Rewards)

About the role

The Customer Engagement Manager leads the development and delivery of data-led customer engagement strategies that grow customer value, loyalty and profitability across the Rewards programme. The role turns customer, commercial and behavioural insights into prioritised engagement roadmaps, scalable CRM solutions and measurable growth initiatives, working across data science, analytics, product, technology, buying, commercial, marketing and operations.

Key responsibilities

• Translate the customer engagement strategy into a prioritised roadmap and delivery backlog aligned to business growth objectives.
• Lead engagement with senior stakeholders to identify growth opportunities and shape customer-centric campaign plans.
• Design lifecycle, retention, loyalty and value-growth strategies across priority customer segments.
• Direct the development of personalised experiences across direct, owned and omnichannel touchpoints.
• Set up testing, measurement and optimisation approaches to improve campaign effectiveness, customer lifetime value and return on engagement investment.
• Partner with data science, analytics, product and technology teams to build scalable engagement capabilities.
• Influence buying, commercial, brand and operations teams to integrate Rewards priorities into promotional and communication plans.
• Monitor market trends and recommend improvements and new value propositions.
• Track performance against agreed measures, identify risks and advise senior stakeholders.
• Provide specialist guidance, quality oversight and day-to-day direction to team members and delivery partners.

Required profile

• Degree in Business, Marketing, Customer Analytics or a related field (essential).
• 5+ years in customer engagement, loyalty, CRM or data-led marketing, including complex strategies or programmes (essential).
• Experience using customer data and analytics to personalise experiences and deliver commercial outcomes (essential).
• Experience influencing senior stakeholders and leading cross-functional delivery (essential).
• Experience defining roadmaps, requirements, user stories, acceptance criteria and performance measures in an agile environment (essential).

Required skills

• Advanced analytical capability and proficiency in Microsoft 365, especially Excel and presentation tools (essential).
• Project management, strong communication and collaboration skills.