Role Profile: Head of Customer Engagement Strategy

The Head of Customer Engagement Strategy is responsible for developing and executing strategies that enhance customer interactions and build long-lasting relationships. This role focuses on ensuring that customers feel valued and engaged with the brand through various channels and touchpoints.

• Design and implement comprehensive customer engagement strategies across multiple platforms. 

• Analyse customer data and behaviour to identify engagement opportunities and trends. 

• Collaborate with marketing, sales, and product teams to ensure cohesive messaging and brand experience. 

• Monitor the effectiveness of engagement initiatives and make data-driven recommendations for improvement. 

• Lead and mentor a team responsible for executing customer engagement programmes.

• Strong analytical skills with the ability to interpret data and generate insights. 

• Excellent communication and interpersonal skills to effectively engage with customers and stakeholders. 

• Proficiency in customer relationship management (CRM) software and data analytics tools. 

• Creative thinking and problem-solving abilities to develop innovative engagement strategies. 

• Strong project management skills to oversee multiple initiatives simultaneously.

• A bachelor’s degree in Marketing, Business, or a related field. 

• 5+ years of experience in customer engagement, marketing, or a related role, with some experience in leadership preferred.

Possible advancement opportunities include positions such as Director of Customer Experience, Vice President of Marketing, or Chief Marketing Officer (CMO).

• Customer Engagement Network for best practices and case studies in customer engagement. 

• Courses on platforms like HubSpot Academy for strategies in customer relationship management. 

• MarketingProfs for articles and tips on enhancing customer engagement techniques.

Developing a loyalty programme that rewards customers for their engagements and purchases, thereby improving repeat business. Conducting surveys and feedback sessions to understand customer preferences and adapt engagement strategies accordingly. Implementing targeted email campaigns that resonate with customer interests and drive higher interaction rates.