Customer Engagement Strategist

As a Customer Engagement Strategist, you will act as a pivotal strategic partner for our clients, leading the transformation of their customer data into a powerful revenue driver. You’ll be the go-to expert for diagnosing client needs through our proprietary maturity model, responsible for designing the vision, driving the strategy, and ensuring our engagement programs deliver measurable growth in Customer Lifetime Value (CLV) and retention.

This pivotal role combines deep analytical insight with hands-on strategic design. You’ll be accountable for elevating the client relationship beyond simple execution, acting as a true consultant to craft sophisticated, data-led, multi-channel programs. Your remit will include creating clear, actionable roadmaps and orchestrating strategies that leverage the full potential of the client’s technology stack to deliver demonstrable commercial results.

You will also play a key role in championing a data-first culture, educating both clients and internal teams on the value of strategic customer engagement. By connecting innovative tactics to clear business objectives, you’ll empower clients to build a lasting competitive advantage in a complex and rapidly evolving digital marketplace.

Duties & Responsibilities

Team Leadership & Development

• Champion a data-first culture by educating and mentoring internal teams on the value and application of strategic customer engagement.
• Act as a strategic leader for clients, guiding them with expert consultation to build their competitive advantage.

Client Retention & Strategic Delivery

• Act as a pivotal strategic partner, owning the end-to-end strategy to drive measurable growth in client Customer Lifetime Value (CLV) and retention.
• Utilise the company’s proprietary maturity model to diagnose client needs and identify key opportunities.
• Create and deliver clear, actionable roadmaps and sophisticated, data-led, multi-channel programs.
• Elevate client relationships beyond simple execution by acting as a true consultant and expert partner.

Subject Matter Expertise & Innovation

• Serve as a go-to expert for clients, responsible for designing the vision and driving customer engagement strategy.
• Stay at the forefront of the evolving digital landscape and customer behaviour, translating insights into actionable strategies.
• Bring creative and innovative thinking to client challenges, looking beyond conventional tactics to find a competitive edge.

Client Growth & Commercial Success

• Transform client customer data into a powerful and demonstrable revenue driver.
  Identify and support new business opportunities in collaboration with the wider Sales and Marketing teams.
• Clearly connect all strategic initiatives to a client's core commercial objectives, such as revenue growth and CLV.
  Design strategies that leverage the full potential of the client's technology stack to deliver commercial results.
• Own a portfolio of clients and be responsible for mitigating churn and upselling.

External Representation & Partnerships

• Support the Head of Customer Engagement in evaluating and managing strategic partnerships with key technology partners.
• Represent the agency's strategic capabilities in high-impact, client-facing presentations and workshops.

Product & Service Development

• Provide insights and feedback to leadership to support the enhancement and expansion of the customer engagement service offering.
• Contribute to the refinement of internal strategic frameworks, such as the customer maturity model.

Line Management Responsibilities

• Supporting performance & development, holding regular 1-1s and formal reviews (probation, performance, and development), setting and aligning goals with business objectives, and ensuring everything is recorded in our HRIS, HiBob.
• Coaching & feedback – Providing constructive feedback, recognition, and guidance to encourage growth, high performance, and continuous improvement.
• Wellbeing & engagement – Actively managing team wellbeing, motivation, and engagement, while addressing any performance issues fairly and consistently in line with company policy.
• Values & culture – Driving collaboration, accountability, and embedding Visualsoft’s company values and ways of working across your team.
• Allocate resources effectively to ensure finance activities are delivered efficiently.
• Build strong working relationships across the business.

KPI Ownership & Performance Management

• Define, track, and report on key client performance indicators (KPIs), ensuring strategies deliver measurable growth in CLV and retention.
• Manage personal performance against strategic objectives and client success metrics.
• Ensure all recommended tactics are connected to clear business objectives to empower clients and drive success.

Personal Development

• Identify and agree personal development needs, and take actions to address these.

• Proven experience in a strategic role within CRM, email marketing, or customer engagement, with a clear focus on strategy development over execution.

• Hands-on experience with major Email Service Providers (e.g., Klaviyo, Ometria) and in-depth knowledge of the wider marketing technology ecosystem (e.g., loyalty, SMS).
• Demonstrable experience in core strategic methodologies, including customer journey mapping, persona development, and advanced segmentation.
• A track record of using data analysis to inform and build successful, multi-channel engagement strategies that drive measurable results.
• Strong background in a client-facing role, responsible for presenting strategic recommendations and guiding key stakeholders.

• Experience working within a digital marketing agency.
• Direct experience working with e-commerce brands and understanding their unique challenges.
• Familiarity with customer maturity models or other strategic diagnostic frameworks.

Core Competences, Skills and Personal Attributes

Essential 

• Strong commercial acumen and the ability to clearly connect strategic initiatives to a client’s core commercial objectives, such as revenue growth and CLV.
• Exceptional analytical skills; able to synthesise complex data from multiple sources into clear, actionable insights and compelling strategic narratives.
• Excellent consultative and communication skills; able to guide senior stakeholders, manage expectations, and build trust as an expert partner.
• A proactive and highly detail-oriented approach, with a personal commitment to delivering high-quality, data-driven strategic work.
• Builds strong, collaborative relationships with internal teams to ensure strategic recommendations are implemented effectively.

Desirable 

• Brings creative and innovative thinking to client challenges, looking beyond conventional tactics to find a competitive edge.
• A natural curiosity and genuine passion for understanding customer behaviour and the evolving digital marketing landscape.

• Unlimited paid holidays - yes, that's not a typo!

• Hybrid working
• Medicash Cash Plan – covering everything from medical support, massages, optical, dental, a discounts platform, and extras like SkinVision and digital physiotherapy. Cash back up to £995 per year, completely paid for by us!
• Employee Assistance Programme – access to Vivup for mental health support, financial guidance, and wellbeing resources
• Great working environments; our Stockton on Tees and Manchester workspaces are also dog-friendly
• A high-performance MacBook
• Free breakfast, fruit, hot and cold drinks and protein shakes
• Pension scheme to help you save for the future
• Cycle to work scheme
• EV Car scheme - your choice of The Electric Car Scheme or Octopus
• Discounts across our brands
• Training & development

Our Values

We champion our clients
We believe in every retailer's potential to succeed online and celebrate each milestone of their journey with them.

We are one team
We believe in the power of collaboration - within our teams and with our clients. Together, there’s nothing we can’t achieve.

We create change
The future of eCommerce is always evolving. Where others see uncertainty, we see an opportunity to lead.

We care about what matters
We are committed to making the world a little brighter and doing what’s best for our people, our community, and our planet.

So if you think you’ve got what it takes to join one of the UK’s leading unified retail agencies, we’d love to hear from you.

A little formality… by applying, you implicitly consent to us processing your personal data for review for this vacancy only.

Talent Hunter Referral Bounty - £250

Help us find the right talent to join our team, and get a handsome reward in return. It couldn’t be easier - if you know someone that could be an ideal candidate, either refer them directly to us or simply ask them to include your details as the referer when they apply. If they land the job with us as a direct result of your referral, you get the bounty!

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Visualsoft is an equal opportunities employer committed to creating a diverse and inclusive environment where employees are valued for their skills, experiences, and unique perspective.

We believe passionately that a diverse workforce is central to our success so we welcome applications from all sections of the community.