Head of Customer Engagement & Enablement

Job Description

Reporting to the GM Omni Channel & Digital Experience, our Head of Customer Engagement & Enablement role bridges business goals and technology capability - combine technical expertise, commercial rigour and stakeholder management – (5 DRs plus a wider team) setting clear direction and ensuring our Martech, Adtech and customer data ecosystem delivers strong customer and commercial outcomes. 

• Lead the vision, strategy and roadmap for TWG’s customer data, loyalty and personalisation ecosystem. 
• Oversee key customer platforms including Salesforce Marketing Cloud, CDP, Loyalty, Google Analytics, Agentforce and the AdTech stack. 
• Drive end-to-end customer lifecycle and personalisation strategy across owned and digital channels. 
• Translate customer, performance and first-party data into simple, actionable insights for teams and leaders. 
• Partner with Marketing, Product, Trade, Data and Technology teams to embed customer insights into everyday behaviour, planning and prioritisation. 
• Develop frameworks for measurement, automation effectiveness, data usage and responsible governance. 
• Lead, mentor and develop a high-performing team within a shared service model. 
• Build strong vendor and partner relationships to drive platform innovation, reliability and return on investment. 

Qualifications

It goes without saying, passion and technical understanding in customer data and technology is the base! But more than that, you’ll have a good track record l working cross functionally across stakeholders to bring cohesion, simplify the complex and translate customer and commercial goals into an actionable plan that can deliver big business impacts!   

What you’ll bring: 

• Leadership experience in digital, marketing technology, CRM, customer data or customer engagement roles 
• Extensive experience across Martech, Adtech, customer data, marketing automation, personalisation or multi-platform marketing ecosystems and technologies.  
• Excellent stakeholder, partner and vendor management capability. 
• Retail, omnichannel, large-scale customer environments or digital transformation experience advantageous. 
• Understanding of Salesforce Marketing Cloud, CDP, AdTech integrations, privacy, data governance and consent frameworks  

You'll also embody the leadership qualities that define success at TWG - being humble, hungry and smart, with a strong customer mindset and passion for building a high-performing team of specialists.  

Additional Information

Come work with us! 

At The Warehouse Group, you'll be part of a business that's continuously evolving and investing in the future. We offer a collaborative, inclusive environment where innovation is encouraged, and great ideas can become reality.  
 
Awesome Northcote location with views across the water, the all-important free car parking plus EV charging and on-site gym and cafe, plus eligibility for great discounts across our retail brands! You’ll get your birthday off, a charity day off and paid parental leave up to 26 weeks. Our teams balance hybrid working with Fridays work from home.  
 
If you're excited by the opportunity, ready to lead customer engagement, enablement and personalisation at scale, we'd love to hear from you.