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Head of Customer Engagement

2 weeks ago

Solihull, United Kingdom Gymshark Full time

**OVERVIEW**:
Join us as the **Head of Customer Engagement** and take the lead in crafting bold, data-driven strategies that deepen relationships, supercharge the customer journey, and deliver truly personalised experiences at every touchpoint.

We have an exciting opportunity to join our team on a **15-month Fixed-Term Contract** as maternity cover.

In this high-impact role, you’ll tap into customer insights, segment with precision, and build targeted CRM campaigns that drive engagement, retention, and brand loyalty. You'll be at the heart of shaping how millions interact with our brand.

If you’re a strategic thinker, a team-first leader, and thrive in fast-moving environments, this is your opportunity to make a serious impact.

**FIND THE GYMSHARK WAY**

Gymshark has grown rapidly from humble beginnings in a Solihull garage to become a global leader in fitness retail. We now have operations and outlets all over the world and a value in excess of a billion dollars. In such a dynamic, respected, high-growth business, we can offer exciting careers with real opportunity to make your mark and achieve success as a team member and individual. From day one, our mentality has been ambitious, agile and disruptive. If you share the Gymshark mindset, join us for the ride - our growth will be your growth

**WHAT YOU'LL BE DOING**

In this role, you’ll lead the strategy behind how we connect with our customers, delivering personalised, insight-led experiences that drive loyalty and growth. You’ll align audience and communication strategies across digital marketing, ensuring our MarTech tools are fully optimised, and our customer data stays healthy and actionable.

With a sharp focus on key KPIs like retention, churn, and CLTV, you’ll turn performance into progress. You’ll also manage budgets and lead a high-performing team across the UK and US, creating a collaborative, customer-first culture that delivers real business impact.

Key responsibilities include:
**Customer Relationship Management (CRM)**
- Lead the development of our global CRM strategy to enhance customer communication and engagement.
- Optimise channel mix, maximising direct communication channels to drive ROI and multi-channel orchestration.
- Identify trends and opportunities to strengthen regional communications, ensuring a cohesive strategy framework.
- Lead, mentor, and develop a high-performing CRM team to execute core communication initiatives.
- Drive customer growth and retention strategies, monitoring key cohort health and minimising churn.

**Personalisation & Customer Engagement**
- Define and drive the end-to-end personalisation and customer engagement strategy, ensuring a customer-centric approach across all digital and offline channels.
- Lead the implementation and continuous optimisation of customer segmentation, leveraging data-driven insights to deliver hyper-personalised experiences and maximise engagement.
- Develop and scale advanced segmentation frameworks, translating insights into actionable strategies that drive measurable business impact.
- Own the roadmap for personalisation and engagement initiatives, identifying opportunities to enhance targeting, automation, and real-time optimisation.
- Oversee the customer lifecycle strategy, defining key lifecycle stages and implementing tailored strategies to nurture customers from acquisition through retention and advocacy.
- Partner with Insights to refine segmentation models and campaign planning teams to optimise targeting, ensuring seamless execution of data-driven engagement strategies.
- Analyse customer behaviour and journey data to refine lifecycle touchpoints, drive continuous improvement, and enhance conversion and retention.

**MarTech**
- Collaborate with cross-functional teams to prioritise and enhance the MarTech stack.
- Develop business cases for Tech and Data initiatives, clearly articulating their impact on business growth.
- Optimise the vendor and tool mix strategy, ensuring efficiency and alignment with engagement objectives.

**Automations**
- Develop and implement the automation strategy to streamline customer journeys and improve retention.
- Establish a prioritised roadmap for lifecycle journeys, optimising engagement at each stage.
- Enhance lead capture and conversion strategies to drive first-time purchases and long-term loyalty.

**WHAT YOU'LL NEED**:
It is **essential** that you already have extensive experience in a Senior CRM, Customer Lifecycle or Customer marketing strategy role within a DTC, retail, or CPG business. We are also looking for:

- Experienced people leader skilled in mentoring, coaching, and building high-performing teams.
- Proven ability to lead complex cross-functional projects and set clear, strategic goals.
- Commercially focused with expertise in budget management and driving both short
- and long-term growth.
- Confident communicator who collaborates effectively, embraces feedback, and challenges constructively to inspire change.