Head of Customer Engagement
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Lead Customer Engagement strategy for Cigna Healthcare's International Health, shaping connections with customers and driving value through data-driven marketing. Manage a distributed team across the UK and Europe.
Responsibilities:
- Define and lead the Customer Engagement strategy, aligning it to a five‑year roadmap that improves customer value and profitability
- Design and deliver targeted marketing programmes across digital and traditional channels to increase retention, loyalty, and engagement
- Develop and optimise customer nurture journeys, progressing contacts from early engagement through to qualified sales opportunities
- Partner with Data & Analytics and Actuarial teams to define and access the data needed to understand and segment the customer base
- Work with operations and clinical teams to identify opportunities to reduce cost to serve while maintaining a strong customer experience
- Own customer communication strategy, including product communications, provider and client messaging, and crisis communications
- Define and monitor customer KPIs, using test‑and‑control frameworks to measure impact and demonstrate value to the business
- Manage and optimise marketing investment across channels (e.g. email, SMS), ensuring strong return on investment and continuous improvement
- Lead, develop, and support a team of seven, setting clear goals and enabling consistent delivery across regions
Requirements:
- Experience in Customer Engagement marketing across CRM, loyalty, and multi‑channel campaigns, delivering measurable commercial outcomes
- Experience working with customer data, segmentation, and analytics to inform marketing decisions and improve performance
- Background in financial services or a business with a transactional consumer database
- Experience working in international or matrix environments, collaborating across teams and regions
- Ability to define strategy and translate it into clear, practical plans with measurable outcomes
- Degree or equivalent education
Benefits:
- Private Medical Insurance
- Educational Development Program
- Multicultural, hybrid working environment with opportunities to collaborate internationally
Similar Jobs
Analista de Customer Success – Farmer
Customer Success Analyst responsible for client relationship management and retention, focusing on improving customer experience in a digital growth company.
Area VP, Customer Success
Area VP for Customer Success leading a high-performing customer success team across the Americas with a focus on cybersecurity. Building strategies to drive customer retention and expansion.
Enterprise Customer Success Manager, CSM
Enterprise Customer Success Manager responsible for driving customer satisfaction and growth at Kodex. Managing a portfolio of high-impact clients in a fully remote role aligned with Eastern Time (EST).
IT Customer Success Manager, UK, English-speaking
IT Customer Success Manager responsible for customer onboarding and relationship management in UK and English-speaking regions. Manage customer projects and support customer success in a SaaS company.
Client Success Manager
Client Success Manager nurturing banking partnerships and enhancing client experience at Brink's. Drive referrals and support client onboarding in a remote work environment.
VP of Client Success – Growth
VP of Client Success & Growth at Ruvixx, a growth partner for brands. Lead enterprise account strategies while working fully remote during US business hours.
Customer Success Manager
Customer Success Manager supporting non-digital incentives programs for CPG and Retail marketers at Neptune Retail Solutions. Collaborating closely with clients, agencies, and internal teams to ensure project success.
Client Success Advisor
Client Success Advisor overseeing client relationships and account growth for managed WordPress services. Requires strong WordPress knowledge and client management experience.
Partner Success Director – Commerce Media
Partner Success Director at Fluent, Inc. managing partnerships and driving growth in commerce media.
Client Success Agent
Client Success Agent at SD Solutions acting as a primary contact for clients, managing support tickets and ensuring effective customer experience with the product.
Strategic Customer Success Manager
Strategic Customer Success Manager responsible for managing enterprise clients' product adoption and health at Ashby. Focused on enhancing customer experience within the hiring workflows.
CRM Functional Manager
Microsoft Dynamics 365 CRM Functional Manager leading functional design and implementation of CRM solutions at EY. Shaping client engagement and team development across diverse projects in a growing global environment.
Customer Success Manager
Client Success Manager supporting high value clients in property coaching and helping them stay engaged and accountable. Working remotely for an innovative AI-driven property education company.
Customer Success Manager
Customer Success Manager for NikoHealth managing mid-market accounts and driving customer satisfaction. Building relationships and analyzing data to optimize platform usage in a SaaS environment.
Senior Director, Customer Success
Senior Director of Customer Success leading a Customer Success organization at Modern Campus. Driving product adoption, customer outcomes, and overall customer health across higher education clients.
Customer Success Manager
Customer Success Manager at Bonusly handling customer growth and retention for a portfolio of ~250 accounts. Project managing launches and designing engagement strategies while acting as a champion for users.
Director of Customer Success
Director of Customer Success leading Customer Success teams for EverCommerce's SaaS platforms. Overseeing renewals, product adoption, and onboarding customer success initiatives across multiple products.
Customer Success Manager
Customer Success Manager in HR tech company supporting enterprise clients through relationship building and platform adoption. Leading customer engagement to drive satisfaction and growth.
Senior Customer Success Operations Manager
Senior Customer Success Operations Manager at MagicSchool optimizing the CS analytical systems and leading cross-functional projects for better retention.
Director of Partner Success
Account Manager for Partner Success at ReUp Education, managing higher ed partnerships and driving strategic results. Building relationships and ensuring partner satisfaction in the ed tech sector.