Customer Engagement Strategist

As a Customer Engagement Strategist, you will act as a pivotal strategic partner for our clients, leading the transformation of their customer data into a powerful revenue driver. You’ll be the go‑to expert for diagnosing client needs through our proprietary maturity model, responsible for designing the vision, driving the strategy, and ensuring our engagement programs deliver measurable growth in Customer Lifetime Value (CLV) and retention.

This pivotal role combines deep analytical insight with hands‑on strategic design. You’ll be accountable for elevating the client relationship beyond simple execution, acting as a true consultant to craft sophisticated, data‑led, multi‑channel programs. Your remit will include creating clear, actionable roadmaps and orchestrating strategies that leverage the full potential of the client’s technology stack to deliver demonstrable commercial results.

You will also play a key role in championing a data‑first culture, educating both clients and internal teams on the value of strategic customer engagement. By connecting innovative tactics to clear business objectives, you’ll empower clients to build a lasting competitive advantage in a complex and rapidly evolving digital marketplace.

Team Leadership & Development

• Champion a data‑first culture by educating and mentoring internal teams on the value and application of strategic customer engagement.
• Act as a strategic leader for clients, guiding them with expert consultation to build their competitive advantage.

Client Retention & Strategic Delivery

• Act as a pivotal strategic partner, owning the end‑to‑end strategy to drive measurable growth in client Customer Lifetime Value (CLV) and retention.
• Utilise the company’s proprietary maturity model to diagnose client needs and identify key opportunities.
• Create and deliver clear, actionable roadmaps and sophisticated, data‑led, multi‑channel programs.
• Elevate client relationships beyond simple execution by acting as a true consultant and expert partner.

Subject Matter Expertise & Innovation

• Serve as a go‑to expert for clients, responsible for designing the vision and driving customer engagement strategy.
• Stay at the forefront of the evolving digital landscape and customer behaviour, translating insights into actionable strategies.
• Bring creative and innovative thinking to client challenges, looking beyond conventional tactics to find a competitive edge.

Client Growth & Commercial Success

• Transform client customer data into a powerful and demonstrable revenue driver.
  Identify and support new business opportunities in collaboration with the wider Sales and Marketing teams.
• Clearly connect all strategic initiatives to a client's core commercial objectives, such as revenue growth and CLV.
  Design strategies that leverage the full potential of the client's technology stack to deliver commercial results.
• Own a portfolio of clients and be responsible for mitigating churn and upselling.

External Representation & Partnerships

• Support the Head of Customer Engagement in evaluating and managing strategic partnerships with key technology partners.
• Represent the agency's strategic capabilities in high‑impact, client‑facing presentations and workshops.

Product & Service Development

• Provide insights and feedback to leadership to support the enhancement and expansion of the customer engagement service offering.
• Contribute to the refinement of internal strategic frameworks, such as the customer maturity model.

Line Management Responsibilities

• Supporting performance & development, holding regular 1‑1s and formal reviews (probation, performance, and development), setting and aligning goals with business objectives, and ensuring everything is recorded in our HRIS, HiBob.
• Coaching & feedback – Providing constructive feedback, recognition, and guidance to encourage growth, high performance, and continuous improvement.
• Wellbeing & engagement – Actively managing team wellbeing, motivation, and engagement, while addressing any performance issues fairly and consistently in line with company policy.
• Values & culture – Driving collaboration, accountability, and embedding Visualsoft’s company values…