Head of Engagement

2 weeks ago

Sheffield, United Kingdom Elevation Recruitment Full time

**Head of Engagement & Conversion - Hybrid Sheffield**

Elevation Recruitment are working in partnership with a member based organisation in Sheffield. This is a key newly created position that will report into the CEO and be the key driver in engaging with potential customers and ensuring the conversion of service uptake.

You will work closely with the Head of Retention looking at their journey and experience to enable them to acquire, convert and retain more engaged and loyal participants.

This is a varied role and requires someone who will deliver across the following areas;
- Develop and implement the engagement and conversion strategy based on targets and KPIs
- Lead on the development and implementation of appropriate CRM/CXM technology to create a successful journey experience and put processes in place to track, oversee and orchestrate interactions and engagement.
- Create and deliver a Contact Team Service that will deal with all aspects of the initial enquiry/information service and conversion
- With the Marketing Manager to implement the overarching brand strategy to ensure consistent and effective engagement with their target audience
- Supported by a marketing and communication plan that develops the use of innovative marketing techniques to increase awareness, creates a positive impact for the brand, and links to the stages of the journey from enquiry to membership loyalty.
- Generate and convert enquiries into a more in-depth relationship, to sell other services and activities.
- Consistently deliver great end-to-end customer experience across all stages, channels, and touchpoints in the customer journey
- Use data-analysis to inform strategies to increase levels of engagement.
- Drive the use of market, competitor and channel insights to inform marketing and campaign strategies, delivering new and innovative activity.
- Managerial Experience
- Middle or Senior management role within a customer engagement and conversion environment with budget/resource responsibility with demonstrated success in the role(s)
- Direct experience of developing an approach to boosting customer engagement using an omnichannel communication approach and data analytics to improve the customer experience
- Strategic and functional experience across customer journey mapping and profiling, CX, targeted marketing & segmentation, complex insights and analytics interpretation
- Strong background in digital marketing including experience/understanding of hands-on campaign management
- Experience in brand dissemination, engagement campaign development and guerilla marketing
- Commercially minded, driven by the desire to create an excellent customer experience with the ability to make tough decisions whilst bringing their team along with them
- Creative and solution focused thinking that doesn’t take the status quo as the only way to do things and looks for inspiration from a range of sources.

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