Senior Engagement Planning Manager

The Senior Engagement Planning Manager is a critical role in driving the strategic planning and development of engagement projects and activities to deliver exceptional customer experiences that support business growth objectives. As an expert in strategic customer engagement, the Senior Engagement Planning Manager will establish best practice frameworks / policies / processes and provide recommendations to and work with the senior leadership team to drive a culture of customer-first and data-led engagement initiatives. Providing guidance to colleagues and developing a high-performing team, the role will combine expertise and insights to ensure engagement campaigns are planned, delivered and benefit from continual improvement and optimisation.

This is a key global role spanning all customer segments and products supporting our vision to better know, understand and drive more meaningful communications with our customers, increasing engagement and growing lifetime value.

What you will be doing:

• Support the Director of Engagement to define overarching engagement vision, strategy and plans and ensure this is valued, understood, and supported across the business
• Identify, prioritise and manage a team of engagement experts and specialists to develop next best action and segmentation strategies that increase engagement, conversion and LTV of users  
• Plan and optimise automated CRM programmes to drive engagement and value
• Understand value contribution of engagement campaigns/automations and prioritise team resources appropriately.
• Proactively identify opportunities where automation could improve engagement and conversion, reduce manual tasks and improve the customer experience. 
• Drives the strategic planning and development of key activities and projects which enable growth in capability in their area
• Works with Directors and Senior Management to ensure alignment across the department and with company-wide goals. 
• Manages the tactical implementation and delivery of key strategic initiatives that develop channel capabilities, taking full responsibility for resource allocation, deliverables and analysis to ascertain ROI.  
• Makes commercially astute, evidence-based recommendations to senior leadership on issues relating to their area of expertise.   
• Defines measurable KPIs for their area, measuring and reporting on progress linking to the achievement of organizational objectives. Takes course correction actions where appropriate to ensure agreed objectives and targets can be met. 
• Sets global best practice and policy, taking responsibility for ensuring an up-to-date library of key policies and processes is maintained and is adhered to consistently.   
• Partners across the SMM team to share knowledge and improve the overall team capabilities and culture
• Ensure that colleagues are kept up-to-date and engaged with activities and the on-going results, and adapt activities in line with performance and evidence
• Delivers confident, engaging, and effective internal and external updates, seeking opportunities to demonstrate Taylor & Francis’ capability and innovation.  
• Periodic attendance at professional development training, conferences, and exhibitions to represent the organization and stay up to date on industry best practice relating to specialism area
• Lead, performance manage and develop direct reports, fostering a culture of high-level performance, motivation, quality, efficiency and innovation in the team and the larger marketing organization helping to encourage new ideas and constructive feedback
• Oversee the management practices of managers within the department, ensuring high standards of people management are set and maintained
• Ensure the effective operation of the departmental talent development strategy, including capability assessments, talent management and succession planning