Customer Engagement Lead

About the role

A market leader in the retail industry is looking for a Customer Engagement Lead through its partner Timeo-Performance. The role sits in the Regional Customer Insights & Engagement team and contributes to added customer value, a strong brand and increased sales by developing customer insight-based strategies and plans for short- and long-term growth of customer groups. It works towards aligned, cross-functional goals, driving omni sales performance and customer centricity.

Key responsibilities

• Build on and extend global strategies and frameworks to drive regional growth of customer groups
• Adapt global strategies and plans (Brand, Customer, Commercial, Media, CRM, Member, Sustainability) to regional conditions
• Understand regional customer groups, including market penetration, brand perception, media consumption, shopping experience and assortment
• Identify challenges, growth opportunities and competition, and suggest strategies and actions for the region and central functions
• Leverage global insight packages and combine them with regional and local customer insight and research
• Create a customer activation plan and an omni customer activation and communication plan per key customer group, covering cross touchpoints, media channels and member programs
• Work with commercial, marketing and sales teams in the region to realise the plan and follow up on results
• Help set goals, report on KPIs and objectives, and optimise ROI of media performance
• Plan and drive targeted communications (messages, content, media channels) and follow up on results
• Use customer centric reports and systems such as lifecycle and segmentation to monitor the customer group

Required profile

• University degree in business, marketing or a related field
• Experience in retail or e-commerce preferred
• Sales and digital marketing experience with a proven track record of customer-centric results
• Ability to build data-driven strategies and turn insights into actionable plans
• Knowledge of analytics, reporting, marketing and communications disciplines
• Strong commercial and customer-centric mindset
• Experience in cross-functional roles with multiple teams