Customer Engagement Manager (Strategy and Rewards)

The purpose of the Customer Engagement Manager is to lead the development and delivery of data-led customer engagement strategies that grow customer value, loyalty and profitability across the Rewards programme. The role translates 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, the role provides specialist direction, influences senior stakeholders and ensures that customer engagement capabilities and campaigns deliver sustained business value.

Own and translate the customer engagement strategy into a prioritised roadmap and delivery backlog aligned to business growth objectives.

Lead cross-functional engagement with senior business stakeholders to identify customer growth opportunities and shape customer-centric campaign plans.

Use customer, behavioural and commercial insights to design lifecycle, retention, loyalty and value-growth strategies across priority customer segments.

Direct the development and optimisation of personalised customer experiences across direct, owned and omnichannel touchpoints.

Establish testing, measurement and optimisation approaches that improve campaign effectiveness, customer lifetime value and return on engagement investment.

Partner with data science, analytics, product and technology teams to define requirements and deliver scalable customer engagement capabilities.

Influence buying, commercial, brand and operations teams to integrate Rewards priorities into promotional and customer communication plans.

Monitor market trends, customer needs and emerging engagement practices, recommending improvements and new value propositions.

Track performance against agreed customer and commercial measures, identify risks and provide clear recommendations to senior stakeholders.

Provide specialist guidance, quality oversight and day-to-day direction to team members and delivery partners.

Degree in Business, Marketing, Customer Analytics or a related field – (essential).

5+ years’ experience in customer engagement, loyalty, CRM or data-led marketing, including responsibility for complex strategies or programmes – (essential).

Demonstrated experience using customer data, analytics and technology to personalise experiences and deliver measurable commercial outcomes – (essential).

Experience influencing senior stakeholders and leading cross-functional delivery across commercial, marketing, product, data and technology teams – (essential).

Experience defining strategic roadmaps, business requirements, user stories, acceptance criteria and performance measures in an agile environment – (essential).

Advanced analytical capability and proficiency in Microsoft 365, particularly Excel and presentation tools – (essential).

Key competencies and work ethic