We are looking for a strategic and client-focused Client Engagement Manager to drive client value through the development and execution of client engagement strategies, campaigns, programmes, and lifecycle initiatives.
This role is responsible for owning a dedicated business portfolio and partnering closely with business stakeholders to develop and deliver meaningful, data-driven client engagement solutions that improve client outcomes, deepen relationships, and support business objectives.
The successful candidate will act as the bridge between business strategy and client engagement execution, ensuring that engagement initiatives are aligned to client needs, commercial objectives, and long-term value creation.
Experience
Essential Experience
5+ years' experience in CRM, client engagement, customer marketing, customer value management, retention marketing, or a similar discipline.
Experience developing and executing client engagement strategies in a complex, customer-centric environment.
Demonstrated experience partnering with senior business stakeholders and influencing decision-making.
Experience leading cross-functional projects and managing multiple priorities.
Previous people management experience.
Strong understanding of client segmentation, customer lifecycle management, campaign management, and CRM practices.
Proven ability to use data and insights to drive engagement and commercial outcomes.
Highly Preferred
Banking, financial services, or retail banking experience.
FMCG, retail, loyalty, rewards, or customer engagement experience within large consumer businesses.
Experience within a highly data-driven marketing or CRM environment.
Alternative Backgrounds We Would Consider
We are open to candidates from leading advertising agencies who have operated at Senior Account Manager level or Account Director level.
What You Will Do
Lead the development and execution of client engagement strategies across a dedicated business portfolio.
Translate business objectives into actionable client engagement plans, campaigns, programmes, and initiatives.
Partner closely with senior stakeholders to understand portfolio priorities, opportunities, and challenges.
Drive the planning and implementation of client lifecycle communications and engagement activities.
Use client insights, segmentation, CRM data, and performance analytics to inform strategic decision-making.
Identify opportunities to improve engagement effectiveness through testing, optimisation, and innovation.
Manage and coach client engagement specialists and cross-functional contributors.
Collaborate with marketing, analytics, CRM, digital, product, and business teams to deliver integrated solutions.
Monitor campaign and engagement performance, providing insights and recommendations to stakeholders.
Continuously challenge existing approaches and seek opportunities to enhance client value and engagement outcomes.
Qualifications (Minimum)
Bachelor's Degree in Marketing or Business Management
Qualifications (Ideal or Preferred)
A relevant post-graduate qualification in Marketing or Business Management
Knowledge
MINIMUM:
Principles of brand marketing
Data analysis, client profiling and segmentation
CRM Systems and technology
Digital marketing and e-commerce
Strategic marketing management
Campaign management
General business/commerce know how
People management principles and practices
Internal and external communication methods and practices