Head of Customer Engagement
Hereford, England, United Kingdom
Type: Permanent
Working Pattern: Hybrid (3 days a week onsite)
The Opportunity
MandM is evolving how we connect with our audience, combining data-driven communication with compelling content to elevate the customer experience across all touchpoints. Within our Customer department, we are looking for a Head of Customer Engagement who will lead and empower our customer communications and content team across all markets. You will build and own an omnichannel communications strategy that maximises customer lifetime value (LTV), drives revenue, and builds strong retention. You will be an essential part of the marketing leadership team, working closely with the Marketing Director and cross-functional squads to delight our customers and leave a lasting, positive impression of the MandM brand.
Who Are we?
MandM is one of the biggest employers in Herefordshire and one of Europe’s leading online, off-price retailers, selling branded Fashion, Sport & Outdoor products for Men, Women and Children.
We offer our customers fantastic value by partnering with companies who we have built long term relationships with, enabling us to offer our customers big household names and up-and-coming brands, giving fantastic value all year round.
We are located in the heart of Hereford City Centre in our brand new, state of the art office. The modern, stylish workspace was designed to encourage collaborative working, teamwork and creativity - everything that MandM is all about.
We are recruiting for a talented Head of Customer Engagement to join our team. Why not come be a part of our journey to success and take advantage of all MandM can offer you!
More than a role
✨ Competitive Salary: Your talent deserves recognition
Giving Back: 2 days paid volunteering to support a cause you care about
Career Growth: Opportunity to grow
Staff Discounts: Stay stylish with our exclusive discounts.
Company Pension: Secure your financial future.
️ Generous Holiday Allowance: Enjoy 5 weeks of well-deserved breaks. You even have the option to buy an extra week
Birthday Delight: Take your special day off to celebrate YOU
Free Parking
Health & Wellbeing programme; we’ll look after you
The Role Scope
You will serve as the strategic owner of our CRM strategy, email planning, and the Bloomreach platform, ensuring the business fully utilises its marketing automation and real-time data capabilities. Operating at a senior level, you will direct the content strategy to optimise the end-to-end website customer journey, making sure our campaigns are highly relevant and seasonally appropriate.
While focusing on strategic execution, you will also play a vital role in mentoring a high-performing team, supporting international markets, and establishing rigorous KPI tracking to ensure data-led learnings continually improve our performance.
Role key responsibilities:
✨Omnichannel Strategy & Campaign Optimisation
Drive the engagement, conversion rates, and retention of the MandM website and app by strategically leveraging communication channels including email, push notifications, and SMS.
Take full ownership of the CRM strategy and email planning, ensuring it perfectly aligns with wider product and messaging objectives.
Establish rigorous reporting and KPI tracking for all messaging and content performance, ensuring data-led learnings are continuously fed back into future campaign optimisation.
✨Platform Ownership & Personalisation
Serve as the strategic owner of the Bloomreach platform, ensuring the business maximises its marketing automation, CDP, and real-time data capabilities.
Develop and execute a best-in-class, real-time personalisation strategy using Bloomreach's advanced segmentation to deliver a unified single customer view.
Direct the content strategy to optimise the end-to-end website customer journey, ensuring highly relevant and seasonally appropriate content is visible and engaging.
✨ Cross-Functional Collaboration & Insights
Orchestrate collaboration with cross-functional teams to develop cohesive trading and messaging strategies that highlight our fantastic collection of products and brands.
Partner with the Merchandising team to share actionable insights on product, brand, and category performance by customer segment, channel, and site.
Manage all person-identifiable data with due care and diligence, ensuring strict compliance with the company's Data Protection and Privacy Policy.
About you
✨What we’re looking for
Marketing Expertise: Minimum of 3+ years of experience in a marketing role, ideally within a fast-moving retail or e-commerce environment.
Team Management: A proven track record of managing, developing, and mentoring technical or creative teams to drive performance.
Digital Toolkit & Metrics: Strong working knowledge of e-commerce performance metrics, digital marketing tactics, and omnichannel communication platforms.
Commercial & Data Fluency: A high degree of commercial awareness combined with an inquisitive, data-led mindset to interpret KPI metrics and tracking.
International Scope (Desirable): Experience working with or supporting international markets and understanding localized marketing nuances is highly advantageous.
Execution & Communication: Highly organised, proactive, and resilient individual with the ability to multitask, work on your own initiative, and communicate effectively at all levels.
Why Join MandM?
Take full strategic ownership of our advanced Bloomreach platform, driving marketing automation and personalization at a massive scale.
Direct a talented, cross-market team where your retention and LTV strategies will have high visibility and direct impact.
Collaborate closely with senior leadership, reporting directly to the Marketing Director within a highly collaborative customer department
Work in a lean, fast-paced environment where an entrepreneurial approach is celebrated
Our Values
At MandM, our employees are driven by a shared commitment to excellence and making a real impact in the industry. We pride ourselves on upholding these core values in everything we do.
The people
✨Integrity
✨Teamwork
✨Accountability
✨Entrepreneurial approach
