This is a fixed-term group role, based in either Edinburgh, Scotland or Bourne End, England, with responsibility for supporting eight regions across England and Scotland.
The Group Customer Engagement Manager role helps support innovation, optimisation and governance of the Cala digital customer journey across the website and integrated platforms. This role spans eight regions across England and Scotland and is central to driving improved customer engagement, customer satisfaction, lead generation and operational efficiency through digital channels.
They combine technical capability, strategic insight, analytical thinking and hands‑on delivery to enhance our digital ecosystem—including aspects of the website, personalised customer journeys, database communications and development of our marketing technology platforms.
Key Responsibilities
Working with the Director of Group Marketing to lead the vision, development and continual optimisation of digital customer experience across online touchpoints, ensuring alignment with sales, marketing and wider business objectives.
Develop digital channel strategies and translate them into tangible delivery plans that support brand awareness, audience engagement, lead generation and customer service excellence.
Roadmap future digital initiatives, ensuring ideas are prioritised, resourced and delivered within achievable timeframes.
Stay close to evolving audience preferences, digital trends and emerging technologies, proactively recommending new strategies, campaigns, tools and channels.
Platform Ownership & Technical Integration
Provide strategic ownership and ongoing development of marketing technology platforms.
Oversee the technical integration of MoEngage with key systems including third‑party applications, the Cala Homes website, Salesforce Sales Cloud and Service Cloud, in collaboration with the Customer Product Technology team.
Support ongoing development of digital initiatives for Sales and Customer Service, including new solutions for example telephony solutions, sales commission systems and customer service process improvements.
Customer Journey Design & Execution
Consult, design and implement personalised digital journeys tailored to priority audience segments across email, sms, web, and automated communications.
Ensure a seamless end‑to‑end user experience across multiple channels and touchpoints, grounded in strong analytical insight.
Continuously optimise journeys and channel performance using A/B testing, experimentation and conversion testing.
Performance Analytics & Continuous Improvement
Analyse customer behaviour, campaign performance and engagement data to uncover insights and trends that drive optimisation.
Identify opportunities to enhance performance and maximise ROI across relevant digital channels.
Monitor and evaluate digital best practices, championing innovation and operational excellence across the organisation.
Stakeholder Management & Collaboration
Work collaboratively with external agencies and internal teams to deliver innovative digital solutions that support business objectives.
Provide expert guidance to stakeholders across Sales, Marketing and Customer Service to deliver cohesive digital experiences.
About You
Essential Skills (Must‑Have)
These are core capabilities, essential to the role.
Customer & User Experience (UX/CX)
* Strong understanding of user‑centric design principles
* Ability to map and optimise end‑to‑end customer journeys
* Experience using insights (user research, feedback, analytics) to drive improvements
* A/B testing, multivariate testing
* Experience with personalisation engines and rules‑based journeys
* Integration of CMS/DXP with CRM, marketing automation
* Understanding of lead management, attribution, and lifecycle marketing
* Tools like Salesforce, Dynamics, HubSpot, Marketo, or similar
Data, Analytics & Insight
* Using analytics tools (e.g. GA4, Adobe Analytics, Power BI)
* Defining and tracking KPIs such as conversion, engagement, task completion
* Translating data into actionable experience improvements
Stakeholder & Cross‑Functional Management
* Working effectively across marketing, sales, service, and technology
* Balancing competing priorities and influencing without direct authority
* Clear communication with both technical and non‑technical stakeholders
Agile Delivery & Change Management
* Experience working in Agile / Scrum environments
* Managing backlogs, prioritisation, and incremental delivery
* Supporting adoption and change across the business
* Documentation skills and user story management – ideally with experience of Confluence/Jira
Accessibility & Compliance
* Knowledge of accessibility standards
* Understanding of data protection and privacy (e.g. GDPR)
* Ensuring inclusive and compliant digital experiences
* Designing consistent experiences across web, mobile, apps, portals, and physically on location
* Understanding offline/online journeys and handoffs
Commercial & Business Acumen
* Understanding how digital experience impacts revenue, efficiency, and cost per sale
* Building business cases and demonstrating ROI
* Aligning experience improvements to strategic goals
We recognise that a diverse team makes us a stronger and more successful company. We value different ideas and perspectives as it helps improve our decision‑making, products and services. And we’re striving to create an inclusive work environment, in which everyone can feel comfortable as themselves, uniquely contribute and do their best work. If we need to adjust anything in our recruitment process to support you, please contact careers@cala.co.uk .
About Us
The Cala Group is a major UK housebuilder and leading provider of desirable new homes across Scotland, the South of England & Midlands. Driven by a mission to create vibrant and sustainable new communities, our homes are characterised by exceptional design and sector‑leading build quality, and we have a passion for providing our customers with a great home buying experience. This is an exciting time to be at Cala. Our approach to sustainability and technology is undergoing a dramatic transformation, and we’re aiming to create an industry‑leading experience for both our staff and customers. At Cala, you can expect to be part of an environment which allows you to do meaningful work, while offering opportunities for personal growth. Our goal is to be the favoured employer in our industry and beyond. We encourage applications from those who want to be part of a culture where they can thrive, feel a sense of belonging and be comfortable being themselves at work.
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