Senior Manager - Customer Engagement

About the role

Reporting to the Head of Customer Experience, Marketing and Branding, the Senior Manager - Customer Engagement (Group) leads the customer engagement strategy across the customer lifecycle and all owned channels across seven Pacific markets. The role drives customer journey design, lifecycle marketing campaigns and the optimisation of digital and customer touchpoints, working closely with Product, Digital, CVM and country teams to deliver a seamless, data-driven omnichannel experience.

Key responsibilities

• Develop and execute the Group Customer Engagement Strategy, defining audience priorities, messaging, channel strategies and engagement plans across Pacific markets.
• Lead customer journey mapping and experience improvement across key touchpoints.
• Plan and optimise lifecycle campaigns across email, SMS, push, digital, contact centre and branch channels to drive activation, usage, retention and cross-sell.
• Enhance experiences on websites and owned digital platforms through personalisation, content optimisation and conversion improvement.
• Use Voice of Customer, NPS, CSAT, customer research and engagement data to measure performance and drive continuous improvement.
• Leverage customer segmentation, CRM, marketing automation and personalisation to improve targeting and campaign effectiveness.
• Establish customer engagement standards and frameworks across the Group, covering regulatory compliance, privacy and management of budgets, agencies and vendors.
• Lead and develop the Customer Engagement team and champion a customer-first culture.

Required profile

• Bachelor's degree in Marketing, Business, Customer Experience, Digital Marketing, Data Analytics or a related discipline.
• Minimum 8-10 years' experience in customer engagement, CRM/lifecycle marketing, customer experience or digital experience, including at least 4 years in a leadership role.
• Experience managing budgets, vendors and customer experience improvement initiatives.

Required skills

• CRM and marketing automation platforms, customer segmentation, personalisation and trigger-based campaign management.
• Digital experience optimisation: UX, CMS, web analytics, CRO, A/B testing, SEO and owned digital channels.
• Voice of Customer, NPS, CSAT and CES, and customer insights.

Only shortlisted applicants will be contacted for interviews.