Lead use case scenario planning & development with our Flutter UKI brands across the customer lifecycle, identifying high-value engagement opportunities
Own the end-to-end delivery framework for CRM and customer engagement transformation initiatives
Manage multiple workstreams, tracking dependencies, risks, and delivery milestones
Translate business objectives into prioritised customer engagement use cases
Establish and embed standardised use case design, sprint, and delivery methodologies
Act as the central coordination point between CRM, Data, Technology, Product, Compliance, and Commercial teams
Drive adoption of trigger-based and automated engagement models over batch-led approaches
Ensure responsible gambling, compliance, and governance requirements are embedded by design
Define success metrics and measurement frameworks for all initiatives
Support senior stakeholders with clear transformation roadmaps and decision materials

Experience delivering transformation or change programmes within CRM, digital marketing, or customer engagement
Strong understanding of CRM principles, lifecycle marketing, segmentation, and trigger-based communications
Proven experience managing complex cross-functional workstreams
Ability to translate strategy into executable delivery plans
Strong stakeholder management and communication skills
Comfort working with data, insight, and analytics
Experience working with agile or sprint-based delivery models
Experience in regulated or complex environments is desirable

Customer Engagement Manager

Key skills