Customer Engagement Manager

Dover, Kent
DFDS

This is an exciting opportunity for an experienced email and app marketer to join our global passenger marketing team within the cruise and ferry industry. If you are a data driven individual with experience in transactional customer communications across digital channels, then this could be the job for you!

Reporting to the Head of Engagement Marketing, as the Customer Engagement Manager, you will be working agile, with a strong focus on our customer needs at the lower funnel stage of their journey. You will be responsible for the strategy, development, and optimisation of the automated communications, working towards set KPI’s for conversion and retention. This will be primarily, but not limited to, email and app communications, across multiple languages and routes and will include, the likes of booking confirmations, post booking, pre and post departure communication flows.

This is an exciting opportunity to use your strong customer engagement skills, understanding of customer behaviour, passion for data analysis, and knowledge of omni-channel technologies to drive incremental revenue and customer retention.

Other key responsibilities:

• Ensure a ‘test and learn’ approach to content and processes.
• Collaborate closely with the Engagement Marketing team to ensure content synergy across channels that maximises customer retention and acquisition.
• Work closely with a team of Engagement Specialists for support with route knowledge and objectives, and with implementation and maintenance of the transactional automated processes.
• Lead or support on wider business projects as engagement automation expert, supported by Digital Marketing Specialists.
• Represent Engagement Marketing within T&I (Technology & Innovation) projects in the development/onboarding of marketing technologies, including but not limited to a CDP (Customer Data Platform).
• Reporting and attribution to demonstrate the impact of transactional customer communication flows on the wider Passenger business and sharing its influence with the wider organisation.
• Utilising customer insight and business learning’s to inform strategies and executions.
• Direct line manager to 1/2 digital marketing specialists. Responsible for recruitment, management, and the development plan for those specialists.

We’ll need you to come in and hit the ground running so we are looking for a skilled marketing professional with 3+ years’ experience in CRM activity and content strategy. Possess a strong background in using automated processes to engage customers and drive positive ROIs. Experience of multiple language digital marketing activity is required, as well as data analysis & tracking. Stakeholder management and excellent verbal and written skills are essential. It is desirable that you have a Marketing, Digital or Business degree or professional marketing qualification.

If this sounds like a fantastic opportunity for you, then please get in touch.

Now about what we can give you. You’ll be able to access some fantastic benefits such as:

• Life assurance cover
• Contributory company pension scheme
• Holiday Purchase Scheme
• Free ferry travel for up to 4 guests between Dover and Calais / Newcastle and Amsterdam with no limit on trips
• Full employee assistance programme including:
• Proactive financial, emotional, mental, and physical health care support including face to face counselling, fast 24/7 access to a GP, a second medical opinion and legal support for colleagues and their family.
• Huge range of retail discounts from high street and online retailers
• Cashback on health care including dental, optical, physiotherapy, prescriptions, specialist consultations and much more.
• Access to Thrive, our award-winning Wellbeing platform.
• Access to mental health first aid and opportunity to join support webinars with a focus on all areas of positive wellbeing.

Who We Are . DFDS provides shipping and transport services in Europe, generating annual revenues of EUR 3.6bn. To over 8,000 freight customers, we deliver high performance and superior reliability through shipping and port terminal services, and transport and logistics solutions. For four million passengers, we provide safe overnight and short sea ferry services. We have more than 11,000 employees, located on ships and in offices across more than twenty countries. DFDS was founded in 1866, with our headquarters in Copenhagen, and listed on Nasdaq Copenhagen. In the UK, DFDS prides itself on having signed the Armed Forces Covenant and membership of the Apprenticeship Diversity Champions Network. We are part of the CILT Top 30 Logistics Providers List.

Interested?Apply now! If you’re looking for a varied role and have a desire to work in one of Northern Europe’s leading shipping and logistics company, please send us across your CV!