Head of Customer Engagement (15-month FTC)
OVERVIEW:
Join us as the Head of Customer Engagement and lead the development of bold, data-driven strategies to deepen relationships, enhance the customer journey, and deliver personalized experiences at every touchpoint.
We offer a 15-month Fixed-Term Contract as maternity cover.
This role involves leveraging customer insights, segmenting effectively, and building targeted CRM campaigns to drive engagement, retention, and brand loyalty, shaping how millions interact with our brand.
If you are a strategic thinker, a team-oriented leader, and thrive in fast-paced environments, this is your chance to make a significant impact.
THE GYMSHARK WAY
Gymshark has grown from a garage in Solihull to a global fitness retail leader, with operations worldwide and a valuation exceeding a billion dollars. We are a dynamic, high-growth company offering exciting career opportunities. Our culture is ambitious, agile, and disruptive. If you share our mindset, join us and grow with us.
KEY RESPONSIBILITIES:
* Lead the global CRM strategy to enhance customer communication and engagement.
* Optimize channel mix and maximize direct communication channels for ROI and multi-channel orchestration.
* Identify trends and opportunities to improve regional communications within a cohesive strategy.
* Manage, mentor, and develop a high-performing CRM team across the UK and US.
* Drive growth and retention strategies, monitor cohort health, and minimize churn.
* Define and implement personalization and customer engagement strategies across all channels.
* Lead customer segmentation initiatives, leveraging data insights for hyper-personalization.
* Develop advanced segmentation frameworks to translate insights into actionable strategies.
* Own the roadmap for personalization and engagement, focusing on targeting, automation, and real-time optimization.
* Oversee the customer lifecycle strategy, from acquisition to advocacy.
* Collaborate with Insights and campaign teams to refine segmentation and targeting.
* Analyze customer behavior and journey data for continuous improvement.
MarTech & Automations
* Work with teams to enhance the MarTech stack and develop business cases for initiatives.
* Optimize vendor and tool strategies for efficiency and alignment.
* Develop automation strategies to streamline journeys and improve retention.
* Prioritize lifecycle journeys and enhance lead capture and conversion strategies.
REQUIREMENTS:
* Extensive experience in senior CRM, Customer Lifecycle, or Customer Marketing roles within DTC, retail, or CPG sectors.
* Strong leadership skills in mentoring and building high-performing teams.
* Expertise in customer segmentation and multi-channel performance optimization.
* Proven success in managing complex projects and strategic planning.
* Financial acumen with budget management experience.
* Effective communicator, collaborative, and receptive to feedback.
This role is hybrid, requiring attendance at GSHQ in Solihull at least 3 days a week.
Note: Early applications are encouraged as reviews will begin soon.
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