Customer Engagement Executive

As a Customer Engagement Executive, you will be a crucial, hands-on member of our team, responsible for the flawless execution and implementation of our customer engagement strategies. Working in close partnership with our Customer Engagement Strategists, you will manage a portfolio of clients and will bring sophisticated, multi-channel campaigns to life. You’ll be focused on the technical delivery of these programs, ensuring every detail is managed effectively to help deliver measurable results and drive client success.

This pivotal role combines technical proficiency with a keen eye for detail and process. You will be accountable for designing, building, testing, and deploying campaigns across a range of marketing platforms, transforming strategic plans into tangible communications. Your remit will include managing campaign schedules, segmenting customer data according to strategic direction, and ensuring all assets are implemented correctly to meet client objectives.

You will also play a key role in the ongoing optimisation of our campaigns by monitoring performance and supporting the team with reporting and analysis. By ensuring excellence in execution, you will directly contribute to the agency's ability to deliver on its strategic promises. This role offers an exceptional opportunity to develop deep platform expertise and grow your career in a fast-paced, data-driven environment.

Key Duties & Responsibilities

Team Collaboration & Development

• Collaborate effectively with Customer Engagement Strategists and other internal teams to ensure seamless campaign execution.
• Actively participate in team meetings and knowledge-sharing sessions to build personal and team capability.

Client Retention & Strategic Delivery

• Support client retention by flawlessly executing campaigns designed to deliver measurable growth in Customer Lifetime Value (CLV) and retention.
• Design, build, test, and deploy sophisticated, multi-channel engagement programs based on strategic roadmaps.
• Manage campaign schedules, segmentation lists, and assets to ensure the timely and accurate delivery of all communications.

Subject Matter Expertise & Innovation

• Develop deep, hands-on expertise with major Email Service Providers and marketing automation platforms.
• Support the implementation of innovative campaign tactics and forward-thinking approaches with the guidance of the strategy team.

Channel Growth & Commercial Success

• Contribute to clients' commercial success by ensuring the accurate implementation of campaigns designed to act as a powerful revenue driver.
• Assist in tracking and reporting on campaign performance data that demonstrates commercial results.

External Representatives & Partnerships

• Maintain professional and effective communication with all internal and external teams.
• Assist the team in preparing materials needed for client or partner discussions when needed.

Product & Service Development

• Provide practical feedback on the day-to-day use of campaign execution tools and platforms to help identify potential efficiencies.
• Support the team in testing and rolling out new campaign functionalities.

KPI Ownership & Performance Management

• Assist in the monitoring and reporting of key performance indicators (KPIs) for client campaigns.
• Manage personal workload and deadlines effectively to meet team objectives and ensure high-quality delivery.

Personal Development

• Take ownership of your own professional development by identifying areas for growth and pursuing relevant training and opportunities .
• Actively seek to understand the strategy behind campaigns to build a strong foundation for future growth in customer engagement.
• Experience in a digital marketing or administrative role, demonstrating a strong foundation in a professional, fast-paced environment.

Desirable

• Direct, hands-on experience with an Email Service Provider (ESP) or Marketing Automation platform (e.g., Klaviyo, Mailchimp, Ometria, Attentive).
• Direct, hands-on experience with design tools (e.g., Canva, Midjourney).
• Experience working within a digital agency or e-commerce environment.
• Familiarity with project management or team collaboration tools.

Core Competences & Attributes

Essential

• Exceptional attention to detail and strong organisational skills, with a proven ability to manage multiple campaigns and deadlines simultaneously.
• A true team player with strong collaborative skills, capable of working effectively with strategists, creatives, and technical teams.
• A proactive, can-do attitude with a commitment to executing tasks to a high standard and a willingness to learn.

Desirable

• A genuine passion for learning new technologies and a curiosity to understand the "why" behind the "what."
• A problem-solving mindset, able to identify issues and ask the right questions to find solutions.
• Clear and professional communication skills, both written and verbal.
• 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.