Overview
Senior Manager of Customer Engagement. Lead the strategy behind how we understand segment and engage customers, turning insight into measurable outcomes. Shape how customers are nurtured and retained across digital touchpoints, ensuring lifecycle moments, personalization, and multichannel journeys are cohesive, scalable, and optimized worldwide. At the intersection of strategy, data, martech, and execution, translate big picture direction into actionable plans, drive continuous optimisation, and play a key leadership role within Customer Management.
What You’ll Be Doing
Customer Lifecycle & Audience Orchestration
Own the full customer lifecycle strategy across acquisition, onboarding, engagement, retention, reactivation, and churn prevention. Lead audience orchestration to ensure customers receive relevant, timely, consistent communications across every channel. Approve and govern audiences, ensuring strong hygiene maintenance and compliance. Activate lifecycle and behavioural models (propensity, churn risk, CLTV) to drive more targeted engagement. Partner with channel teams to deliver scalable, locally relevant lifecycle strategies.
Customer Segmentation & Modelling
Lead and evolve customer segmentation and ensure consistent use across CRM and digital channels. Own the segmentation and modelling roadmap, driving test‑and‑learn improvements. Work with Data and Tech to shape requirements and validate models. Turn segmentation and insight into clear actionable recommendations for key teams.
Multi‑Channel Customer Journeys
Lead the optimisation and governance of all lifecycle journeys, including nurture, win‑back and loss‑prevention. Ensure journeys are insight‑led, measurable, scalable and aligned with brand and marketing strategy. Prioritise lifecycle moments and continuously refine touchpoints to drive engagement and retention.
Measurement Insight & Optimisation
Define KPIs and measurement frameworks for lifecycle performance. Lead regular performance reviews, insight generation and hindsight. Embed learnings into future planning and roadmap prioritisation.
MarTech & Data Enablement
Act as a senior business owner for CDP and personalisation tools. Partner with technical teams to enhance platform capabilities and support scalable activation and measurement.
Strategic VIP & Ad‑Hoc Audiences
Shape strategies for high‑value customer groups with Loyalty and Retail teams. Support ad‑hoc and campaign‑specific audience needs while ensuring governance and consistency.
People Leadership
Lead and develop a high‑performing customer engagement team. Set clear priorities, create development plans and foster a culture of curiosity, accountability and continuous improvement. Model strong stakeholder management and customer‑first thinking.
What You’ll Have (Qualifications)
* 5 years in senior marketing, CRM or retention roles.
* Strong customer‑centric mindset and experience creating great customer experiences.
* Proven ability to build strategies, roadmaps and cross‑channel journeys.
* Strong CRM systems knowledge and experience with multichannel setups.
* Skilled in reporting, insight generation and KPI tracking.
* Experienced managing internal and external partners.
* Strong interpersonal, communication and listening skills.
* Understanding of GDPR, ePrivacy and data regulations.
* Line management experience and ability to build effective team structures.
* Curious, data‑driven, action‑oriented and comfortable with ambiguity and change.
* Able to influence and identify marketing opportunities across the business.
Location & Working
You must be able to attend our GSIQ head offices (Solihull) 3 days per week.
Working arrangement: contract / 12‑month fixed‑term contract (FTC).
Closing Date
Monday 9th February.
About Us
We’re here to unite the conditioning community. We believe that putting the sweat in today prepares us for tomorrow. By giving people the tools they need to reach further, go faster and be stronger, we celebrate those who show up for themselves to be the best physically or mentally, whatever that means. It’s what we want for our community and our team. A team that’s growing rapidly around the world, a collective of talented individuals working together to invent Gymshark’s future. Our plans are ambitious and we’re looking for people who want to join us for the ride – our growth will be your growth.
Benefits
Standard benefits include:
* Performance‑based Bonus opportunity
* Funded Healthcare benefit
* 25 days holiday + additional day for your birthday & bank holidays
* Contributory Employer pension scheme
* Flexible benefits programme including salary sacrifice, EV scheme, dental insurance, cycle to work, tech scheme, holiday trading
* Gymshark Employee Discount & long‑service awards
* Access to high‑street cashback and discounts
* Financial, physical and mental wellbeing support
* Enhanced family leave package
* Life assurance
Office location specific benefits include (IQ):
* Gym membership to The Lifting Club (LC)
* Onsite lunch provision & coffee bars
* EV charge points available
Office location specific benefits include (LDN):
* Funded multi‑site fitness membership
Key Skills
* Business Development
* Employee Orientation
* Public Health
* Account Management
* VersionOne
* Conflict Management
* Project Management
* Relationship Management
* Team Management
* Customer relationship management
* Human Resources
* Public Speaking
Employment Type
Contract
Experience Required
Years of experience: (not specified explicitly)
Vacancy
1
EEO Statement
Our mission is to be a place where everyone belongs. We’re an equal opportunities employer and for us that means we always strive to be as inclusive as possible in all aspects of employment right from your application. We’re committed to finding reasonable adjustments* for candidates with specific needs or have a disability during our recruitment process and all applicants will be considered fairly and equally. We do not tolerate discrimination of any kind. *If you’d like to request a reasonable adjustment please email .
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