Customer Engagement Project Lead

Customer Engagement Project Lead (12-month FTC, Immediate Start)

Location: London, UK

The Customer Engagement Project Lead plays a pivotal role in transforming my clients approach to customer communications and engagement.

Lead the strategic evolution of Community portal, ensuring a seamless roadmap for feature development, testing, and roll-out, focusing on generating actionable insights at every stage.

• Oversee the delivery of the portal project plan, ensuring all phases and initiatives are completed on time, within scope, and budget, reinforcing the strategic roadmap with practical, on the-ground project management.

• Evaluate the performance of the community portal features continuously, leveraging insights to drive perpetual enhancement and measurable ROIs.

• Spearhead the marketing aspect of our CRM and Marketing Platform transition, guaranteeing that all marketing integrations are flawlessly executed.

• Collaborate across teams to refine/optimize customer communications at every touchpoint of the journey, utilizing the CRM system to elevate customer satisfaction and loyalty.

• Develop a clear Customer Engagement programme to amplify B2C engagement, connecting businesses and individuals to cultivate a sense of community.

• Collaborate closely with the Events Team and the Community & Content Manager to develop an integrated customer communications and engagement plan on a quarterly basis, ensuring alignment across all touchpoints.

• Develop and implement a robust measurement framework for evaluating the impact and RoIs of Customer Engagement initiatives, driving continuous improvement.

• Guide and mentor an experienced Customer Marketing Manager, offering leadership, coaching, and developmental support.