Customer Success Manager championing client success and product adoption for Identity Verification solutions. Driving business growth, satisfaction, and retention for LexisNexis Risk Solutions.
About the role
- Director of Customer Engagement at Bupa focusing on strategy and campaign management to enhance customer relationships and experiences across teams.
Responsibilities
- Develop and deliver a customer engagement strategy that supports Bupa UKI’s goals and strengthens customer relationships.
- Collaborate across teams – including Customer Acquisition, Product Engagement, and Customer Insights – to create seamless and engaging customer journeys.
- Lead campaign planning and execution, using personalisation and segmentation to deliver relevant, impactful communications.
- Manage and optimise engagement initiatives, including loyalty programmes and broker campaigns.
- Oversee social media strategy, working with branding teams to create and schedule content that builds awareness and engagement.
- Drive continuous improvement, using feedback loops and data to enhance customer satisfaction and Net Promoter Score (NPS).
- Implement marketing technology solutions, including CRM and automation tools, to support engagement across all channels.
- Ensure compliance and manage risk, working closely with governance and risk teams.
- Lead and inspire a high-performing team, fostering a culture of collaboration, innovation, and accountability.
Requirements
- Proven experience in customer engagement strategy and campaign management
- Strong leadership skills, with the ability to motivate and develop teams
- A deep understanding of digital marketing, social media, and customer journey mapping
- Experience with CRM systems and marketing automation tools
- Excellent communication and stakeholder management skills
- A collaborative mindset and the ability to work across teams and functions
- A data-driven approach to decision-making and continuous improvement
Benefits
- 25 days holiday, increasing through length of service, with option to buy or sell
- Bupa health insurance for you and your family
- Enhanced pension scheme
- Target bonus of 25% based on individual and company performance
- Access to our Viva wellbeing programme
- Discounts on Bupa products and services
- Opportunities for career development and progression
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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