Define and lead the Customer Engagement strategy, aligning it to a five‑year roadmap that improves customer value and profitability
Design and deliver targeted marketing programmes across digital and traditional channels to increase retention, loyalty, and engagement
Develop and optimise customer nurture journeys, progressing contacts from early engagement through to qualified sales opportunities
Partner with Data & Analytics and Actuarial teams to define and access the data needed to understand and segment the customer base
Work with operations and clinical teams to identify opportunities to reduce cost to serve while maintaining a strong customer experience
Own customer communication strategy, including product communications, provider and client messaging, and crisis communications
Define and monitor customer KPIs, using test‑and‑control frameworks to measure impact and demonstrate value to the business
Manage and optimise marketing investment across channels (e.g. email, SMS), ensuring strong return on investment and continuous improvement
Lead, develop, and support a team of seven, setting clear goals and enabling consistent delivery across regions

Experience in Customer Engagement marketing across CRM, loyalty, and multi‑channel campaigns, delivering measurable commercial outcomes
Experience working with customer data, segmentation, and analytics to inform marketing decisions and improve performance
Background in financial services or a business with a transactional consumer database
Experience working in international or matrix environments, collaborating across teams and regions
Ability to define strategy and translate it into clear, practical plans with measurable outcomes
Degree or equivalent education

Private Medical Insurance
Educational Development Program
Multicultural, hybrid working environment with opportunities to collaborate internationally

Head of Customer Engagement

Key skills