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Marketing Customer Engagement Lead

4 months ago

Uxbridge, United Kingdom Inventum Group Full time

**Job title**: Marketing Customer Engagement Lead

**Reports to**: Marketing Senior Manager

**Job type**: Permanent, Hybrid 3 Days in office, 2 days working from home

**Description**:
Our client are a multinational photography organisation specialising in imaging, and industrial products, such as lenses, cameras, and medical equipment. They are looking to bring in an experienced Marketing Customer Engagement Manager to help support theSenior Manager lead a team of 15.

The overall purpose of the role is to own the Customer Engagement plans, truly placing the customer at the focus of everything they do. Utilising customer data in new ways, understanding their needs more than ever to help drive optimisation and reportingto understand how they can drive positive customer behaviour.

**Key Responsibilities**:
- Design, implement and optimise the Customer Engagement plans including the development of new customer groups, journeys and campaigns across channels and devices.
- Drive the evolution of the Customer Engagement team, ensuring we continue to optimise and deliver brand specific, locally relevant, targeted communications that improve our consumers experience and strengthen engagement as well as CLTV.
- Define KPIs by new customer groups and review campaigns against agreed goals, with a focus around opt-in to drive more known customers, product registrations and usage
- Focus on customer retention and how to grow engagement and CLTV from existing customers, guiding and understanding how to build loyalty. Be a champion around how to capture and use 1st party data to drive loyalty.
- Manage the Customer Marketing budget, working with suppliers on SOWs, agreeing new fees, ensuring they are maximising the budget and spend. Working with the team to ensure POs are raised and paid accurately.
- Work with the data planners, customer experience and MI teams to enhance segmentation / consumer groups as well as campaign processes and reporting.
- Work with the Customer Engagement team lead weekly, monthly and quarterly business performance updates, informing Product Marketing, Campaign and Content, Performance Marketing, Build out reports that showcase results against set customer segment KPIs.What are the trends and what is the impact on positive customer behaviour change.
- Drive operational efficiencies through systems, tools, processes, agency partners.
- Successfully communicate the vision, plan, deliverables, and benefits of Customer Marketing to the business across a wide range of teams.
- Lead, inspire and develop the Customer Engagement team demonstrating and living the Canon values.
- Lead innovation projects in Customer Marketing, working with the wider business to drive objectives and goals.
**Key Relationships include**:

- Internal Working with cross-functional teams
- Directly within Customer Marketing
- Customer Experience and Data Planners, Creative and Content, Digital Marketing, Performance Marketing, Ecommerce, Business Intelligence
- Key stakeholders - Product Marketing
- National Sales Office (NSO) teams, Agency partners.

**About your profile**:

- A customer champion with a strong track record in building and developing Customer Engagement Programmes and driving Customer Retention through intelligent use of 1st party data.
- Experience in setting and measuring customer KPIs, being able to demonstrate to the business a positive shift in customer behaviour.
- Ability to work with the data planners and take large data sets, interpret and present the outcomes, results and findings. Take the learnings and optimise activations.
- Collaborative, open and transparent - able to navigate a cross matrix organisation.
- You enjoy working with and developing people in your team. You are able to guide and support different personalities, set clear objectives and personal development goals.

**ED&I**:
Inventum Group is acting as an Employment Agency in relation to this vacancy.