Head of Customer Engagement

About the Role

MandM is seeking a strategic Head of Customer Engagement to own CRM, email planning and the Bloomreach platform. You will lead the content strategy for the end-to-end website customer journey, driving lifetime value, revenue and retention across markets. You’ll mentor a high-performing team and partner with cross-functional squads to deliver data-led, highly relevant customer experiences.

What You'll Do

• Own and optimise omnichannel CRM strategy, email planning, and Bloomreach platform to maximise engagement, conversions, and retention across website and app.
• Develop and execute real-time personalisation using Bloomreach segmentation to deliver a single customer view.
• Direct content strategy to ensure highly relevant, seasonally appropriate campaigns; optimise end-to-end customer journey.
• Establish rigorous KPI reporting for all messaging and content performance; continuously feed insights into campaign optimisation.
• Lead, mentor and manage the customer communications and content team; collaborate with international markets.
• Partner with Merchandising to translate product, brand and category performance into targeted customer experiences.
• Ensure data handling aligns with Data Protection and Privacy Policy.
• What We're Looking For
• Senior marketer with experience owning CRM, email planning and marketing automation (preferably Bloomreach/CDP) and real-time personalization.
• Proven people leadership experience and ability to mentor a team across markets.
• Strong analytical mindset with ability to establish KPI tracking and data-driven decision making.
• Excellent cross-functional collaboration skills and stakeholder management.
• Strategic thinker with a customer-centric approach to omnichannel campaigns.
• Nice to Have
• Experience with Bloomreach or similar marketing automation/CDP platforms.
• Experience in ecommerce retail and international markets.
• Knowledge of data privacy compliance and best practices.
• Compensation & Benefits
• Competitive Salary.
• 2 days paid volunteering.
• Career growth opportunities.
• Staff discounts.
• Company pension.
• Generous holiday allowance: 5 weeks (option to buy an extra week).
• Birthday leave.
• Free parking.
• Health & wellbeing programme.