Customer Engagement Lead

Company : Timeo -performance

Job Description - Customer Engagement Lead

Our client is a market leader in the Retail industry. Due to continued business growth, we are partnering them to look for a Customer Engagement Lead.

As a Customer Engagement Lead who is part of the Regional Customer Insights & Engagement team, you contribute to added customer value, a strong brand and increased sales by developing customer insight-based strategies and plans to drive the growth and engagement of your customer groups short and long term. You work towards aligned and cross-functional goals, driving omni sales performance and customer centricity in all parts of your work. You build and drive a solid customer group season and weekly plan on activity, engagement and marketing messages. This is done through adapting and leveraging the global commercial customer plans to fit the regional timing, opportunities and market conditions.

Key Responsibilities

Build on and extend global strategies and framework to drive customer group regional growth

Drive the global strategies and plans and make them relevant for your customer group and the regional conditions (e.g. Brand, Customer, Commercial, Media, CRM, Member, Sustainability strategies and plans)

Build a solid understanding of the customer groups in your region e.g., market penetration, perception of brand, media consumption, shopping experiences and assortment.

Identify challenges, growth opportunities, competition and suggest strategies and actions in region and to central functions to grow customer group

Leverage global insight packages and work within your team to complete the picture with regional/local customer insight and research where there is need

Create a thorough customer activation plan to engage customer and drive brand growth

Build an omni customer activation and communication plan per key customer group to be leveraged in communication plans, cross touchpoints, media channels and in member program of each sales market

Work with all commercial marketing and sales teams in the region to realize the plan and follow-up on results

Be part of setting goals and follow up on results and test plans

Together with other key stakeholders â set, follow up and report on KPIs and objectives connected to customer group and key activities or sales periods

Help to optimize ROI media performance for customer group

Plan and drive set-up of targeted communications (key messages, content, media channels etc.) and follow-up on results

Leverage customer centric reports and systems to follow up on your customer group (Lifecycle and segmentation, Media channels and other report packages)

Requirements

University degree in business, marketing or related field

Experience in retail or e-commerce industry preferred

Sales and digital marketing experience with proven track record of creating customer-centric results

Ability to build data-driven strategies and derive actionable plans from insights and analysis to drive customer engagement

Knowledge of disciplines within analytics/reporting, marketing and communications

Inspiring communicator with the ability to build consensus and align stakeholders in other teams to drive results

Strong commercial and customer-centric mindset

Experience working in cross-functional role collaborating with multiple teams

For more information about this role, please contact Eric at [email protected]. Due to the high volume of applicants, we regret to inform that only shortlisted candidates will be notified. We thank you for your understanding.

Registration No: R1110985 / EA License No: 21C0685

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Customer Engagement Lead

Job Description - Customer Engagement Lead

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