HEAD OF CUSTOMER ENGAGEMENT (12M FTC)

<p><span style="font-size: 12.0pt;"><span style="font-family: Aptos , sans-serif;"><strong>HEAD OF CUSTOMER ENGAGEMENT (12-15M FTC)</strong></span></span><br> <br> <br> <span style="font-size: 12.0pt;"><span style="font-family: Aptos , sans-serif;">This is an exciting opportunity to join a globally recognised lifestyle brand as their <strong>Head of Customer Engagement </strong>in <strong>Solihull</strong>, you will be leading strategy across CRM, personalisation, and customer lifecycle during a high-impact period of growth and engagement.</span></span><br> <br> <br> <span style="font-size: 12.0pt;"><span style="font-family: Aptos , sans-serif;">You’ll play a strategic, cross-functional role<strong>,</strong> shaping the global customer engagement strategy, driving retention and loyalty initiatives, and ensuring personalised, insight-led experiences across digital channels.</span></span><br> <br> <br> <span style="font-size: 12.0pt;"><span style="font-family: Aptos , sans-serif;">While you won’t be hands-on in every campaign execution, you’ll <strong>own the customer engagement narrative - </strong>analysing performance, leading optimisation, and working closely with internal teams to maximise customer lifetime value and engagement.</span></span><br> <br> <br> <span style="font-size: 12.0pt;"><span style="font-family: Aptos , sans-serif;"><strong>Key Responsibilities:</strong></span></span></p> <ul> <li style="margin: 0.0cm;"><span style="font-size: 12.0pt;"><span style="font-family: Aptos , sans-serif;">Lead the global CRM and customer engagement strategy, delivering personalised and data-driven experiences.</span></span> <li style="margin: 0.0cm;"><span style="font-size: 12.0pt;"><span style="font-family: Aptos , sans-serif;">Oversee segmentation, lifecycle journeys, and automation to maximise retention, loyalty, and CLTV.</span></span> <li style="margin: 0.0cm;"><span style="font-size: 12.0pt;"><span style="font-family: Aptos , sans-serif;">Collaborate with cross-functional teams to optimise MarTech tools and ensure customer data remains actionable.</span></span> <li style="margin: 0.0cm;"><span style="font-size: 12.0pt;"><span style="font-family: Aptos , sans-serif;">Analyse engagement, churn, and retention metrics to refine campaigns and lifecycle strategies.</span></span> <li style="margin: 0.0cm;"><span style="font-size: 12.0pt;"><span style="font-family: Aptos , sans-serif;">Lead, mentor, and develop a high-performing CRM and lifecycle marketing team.</span></span> </ul> <br> <br> <span style="font-size: 12.0pt;"><span style="font-family: Aptos , sans-serif;"><strong>Skills & Experience Required:</strong></span></span> <ul> <li style="margin: 0.0cm;"><span style="font-size: 12.0pt;"><span style="font-family: Aptos , sans-serif;">Extensive experience in senior CRM, customer lifecycle, or customer marketing strategy roles within <strong>DTC, retail, or CPG</strong>.</span></span> <li style="margin: 0.0cm;"><span style="font-size: 12.0pt;"><span style="font-family: Aptos , sans-serif;">Strong people leadership skills with experience building and mentoring high-performing teams.</span></span> <li style="margin: 0.0cm;"><span style="font-size: 12.0pt;"><span style="font-family: Aptos , sans-serif;">Proven ability to lead cross-functional projects, set clear strategic goals, and drive measurable impact.</span></span> <li style="margin: 0.0cm;"><span style="font-size: 12.0pt;"><span style="font-family: Aptos , sans-serif;">Expertise in segmentation, personalisation, automation, and customer journey optimisation.</span></span> <li style="margin: 0.0cm;"><span style="font-size: 12.0pt;"><span style="font-family: Aptos , sans-serif;">Commercially minded, with experience managing budgets and balancing short- and long-term growth.</span></span> <li style="margin: 0.0cm;"><span style="font-size: 12.0pt;"><span style="font-family: Aptos , sans-serif;">3x days a week in their Solihull office. </span></span> </ul> <br> <br> <span style="font-size: 12.0pt;"><span style="font-family: Aptos , sans-serif;"><strong>Why Apply?</strong></span></span> <ul> <li style="margin: 0.0cm;"><span style="font-size: 12.0pt;"><span style="font-family: Aptos , sans-serif;">High-impact, strategic role with global visibility</span></span> <li style="margin: 0.0cm;"><span style="font-size: 12.0pt;"><span style="font-family: Aptos , sans-serif;">Lead a talented, collaborative team across multiple regions</span></span> <li style="margin: 0.0cm;"><span style="font-size: 12.0pt;"><span style="font-family: Aptos , sans-serif;">Opportunity to shape engagement strategy during a pivotal period of growth</span></span> </ul> <p><br> <br> <span style="font-size: 12.0pt;"><span style="font-family: Aptos , sans-serif;">If you would like a confidential chat about this role or your next career move, then please get in contact with: <a href="mailto:coco.young@majorplayers.co.uk" style="color: rgb(70,120,134);text-decoration: underline;">coco.young@majorplayers.co.uk</a></span></span><br> <br> <br> <span style="font-size: 12.0pt;"><span style="font-family: Aptos , sans-serif;">Major Players are the UK’s leading digital, marketing, and creative talent agency, and over the last 30 years we’ve consistently championed our people and communities. As a proud B Corp™, we are committed to improving diversity, equity and inclusion within the industries we service, creating impactful and sustainable change for our partners, candidates and employees. We offer equal opportunities to all candidates regardless of race, religion, gender, sexuality, disability, age, and other protected status as required by applicable law.</span></span><br> <br> <br> <span style="font-size: 12.0pt;"><span style="font-family: Aptos , sans-serif;">For further information about our DE&I commitments, please visit: <a href="https://majorplayers.vincere.io/jobDetail/www.majorplayers.co.uk/diversity-equity-inclusion/" style="color: rgb(70,120,134);text-decoration: underline;" target="_blank">www.majorplayers.co.uk/diversity-equity-inclusion/</a></span></span><br>  </p>