Senior CX and Engagement Strategist

About The Role

As a Senior CX and Engagement Strategist you’ll work with organisations to design and deliver meaningful, measurable customer experiences from the point of acquisition through to retention that inspire connection and drive impact. Blending data insight with creative strategy and bringing a deep understanding of how marketing technology can be leveraged, you’ll design acquisition and engagement approaches that build awareness, drive conversion, deepen relationships, and deliver measurable growth.

Working with clients across sectors from charities and membership bodies to cultural and public institutions across various projects, the role leads in defining and driving the strategic approach for our clients in how they engage their audiences, ensuring outcomes are value focused and that delivery of work is of the highest standard.

• Lead the strategic development of customer‑centric strategies aligning audience insight, brand, content, new ways of working and technology to deliver clear, measurable outcomes.
• Establish CX Governance models and frameworks that define how the organisation scales engagement.
• Define audience acquisition strategies and plans and drive campaign strategies and optimisation, managing campaign delivery personnel.
• Have a keen interest and insight on the role of SEO and CRO in driving audience engagement.
• Define audience segments, journeys, and value drivers using data, analytics, and research, translating complex insight into actionable plans.
• Partner with data, content, and creative teams to design personalised experiences that nurture relationships through retention and advocacy.
• Define the strategic requirements for the experience stack (CRM, CDP, AI) working with tech experts to ensure technical architectures are designed to deliver long‑term business intelligence and customer value.
• Establish measurement and optimisation frameworks that connect marketing and engagement activity to KPIs, using dashboards, reporting, and experimentation to improve performance.
• Translate data findings into clear stories and recommendations for clients and internal teams, fostering a culture of evidence based decision making. Build and manage strategic client roadmaps, aligning engagement strategies with organisational priorities and operational realities.
• Play a key role in contributing to new business activity and client growth, showcasing Manifesto’s expertise in audience insight, performance, and engagement strategy. Working with the Principal Consultant for CX and engagement to define our agency proposition in this space.
• Coach teams and clients to adopt data‑informed, technology‑enabled marketing practices that drive sustainable growth.
• Establish and maintain feedback loops to measure client satisfaction and drive continuous improvement.
• Balance big‑picture strategic thinking with tactical and pragmatic approaches.
• Manage and foster deep and trusted client relationships especially across senior and executive leadership levels.
• Ensure staying abreast of sector, industry and audience trends to open opportunities.
• Lead on new business proposals and pitches and participate actively in helping us win exciting and challenging new projects by helping to shape the pitch narrative and making our ideas a compelling story for potential clients.
• Represent Manifesto as a thought leader in NFP, Membership, Visitor attractions, and commercial sectors, contributing to blogs, whitepapers, and public speaking engagements.

• Budget: N/A
• Headcount: N/A
• Resource complexity and nature of work teams:
  Works in complex, matrixed environments, coordinating multi‑disciplinary teams, stakeholders, and external partners across concurrent priorities. Influences without direct authority, aligning resources around shared outcomes while balancing strategic direction with practical delivery.
• Problem solving responsibility and complexity:
  Responsible for solving complex, ambiguous problems that span customer experience, data, technology, and organisational change. Applies structured CX and engagement frameworks to diagnose issues, define strategic options, and make evidence‑based decisions that…