Senior Customer Engagement Manager (12m FTC)

OVERVIEW:

This is a 12-month FTC.

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 testandlearn improvements.
Work with Data and Tech to shape requirements and validate models.
Turn segmentation and insight into clear actionable recommendations for key teams.

MultiChannel Customer Journeys
Lead the optimisation and governance of all lifecycle journeys including nurture winback and lossprevention.
Ensure journeys are insightled 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 hindsighting.
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 & AdHoc Audiences
Shape strategies for highvalue customer groups with Loyalty and Retail teams.
Support adhoc and campaignspecific audience needs while ensuring governance and consistency.

People Leadership
Lead and develop a highperforming customer engagement team.
Set clear priorities create development plans and foster a culture of curiosity accountability and continuous improvement.
Model strong stakeholder management and customerfirst thinking.

WHAT YOULL HAVE

• 5 years in Senior Marketing CRM or Retention roles.
• Strong customercentric mindset and experience creating great customer experiences.
• Proven ability to build strategies roadmaps and crosschannel 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 dataled actionoriented and comfortable with ambiguity and change.
• Able to influence and identify marketing opportunities across the business.

You must be able to attend out GSIQ head offices (Solihull) 3 days per week.

CLOSING DATE: Monday 9th February

BELONGING AT GYMSHARK.

Our mission is to be a place where everyone belongs. Were 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. Were 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 youd like to request a reasonable adjustment please email .

ABOUT US.

Were here to unite the conditioning community. We believe that putting the sweat in today prepares us for tomorrow. So we give people the tools they need to reach further go faster be stronger. We celebrate those who show up for themselves to be their physical or mental best whatever that means for them. Its what we want for our community and our team. A team thats growing rapidly around the world. A collective of talented individuals working together to invent Gymsharks future. Our plans are ambitious and were looking for people who want to join us for the ride our growth will be your growth.

THE PERKS.

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

Note: The bonus program and benefits have certain eligibility requirements. Gymshark reserves the right to amend these programs in whole or in part at any time without advance notice.