Customer Engagement Manager

The Customer Engagement Manager is a pivotal role within the Customer Engagement function of Marketing Services. This role is transformation-focused, responsible for reshaping how customer engagement is designed, delivered, and scaled across the business. The role bridges strategy and execution, ensuring that customer engagement use cases are translated into operational reality through structured delivery, governance, and cross-functional alignment. While not a hands-on campaign execution role, a strong understanding of CRM principles, lifecycle marketing, and trigger-based engagement is essential. 

 

What you’ll do 

 

• 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 

 

How you’ll do it 

 

• 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 

 

Key Skills & Capabilities

 

• Use case and scenario planning 
• Programme and workstream management 
• CRM strategy literacy (not hands-on execution) 
• Cross-functional collaboration 
• Governance and operating models 
• Executive-level communication 
• Risk and dependency management 

 

Why This Role Matters 

 

This role is critical in moving the organisation from fragmented, campaign-led engagement towards scalable, customer-led systems. The Customer Engagement Transformation Manager ensures strategic ambition translates into operational reality, enabling sustainable growth, improved customer experience, and reduced delivery risk. 

 

About Flutter UK & Ireland 

Extraordinary starts here.