About this role
This is a senior leadership role for someone who combines deep marketing technology expertise with strong commercial, operational and people leadership capability. You’ll lead the Customer Operations / Engagement Operations team and ensure our lifecycle, automated and tactical customer campaigns are customer-led, scalable, compliant and high performing. Using Braze as our core customer engagement platform , you will lead the design, build, governance, quality assurance and optimisation of complex automated journeys and campaigns.
You’ll work closely with Marketing, Product, Data, Technology, Commercial, Customer Service and Legal to deliver seamless, relevant customer experiences that support acquisition, retention, engagement and lifetime value. Lead, develop and set priorities for the Customer Operations / Engagement Operations team. Own the operational delivery of lifecycle, automated and tactical customer campaigns. Build and optimise scalable customer journeys, workflows, segmentation and personalisation strategies in Braze . Establish robust campaign governance, approval processes, QA standards and documentation.
Oversee audience selection, suppression logic, frequency management and contact policies. Ensure communications meet privacy, consent, accessibility, brand and regulatory requirements. Monitor deliverability, sender reputation, spam management and channel health. Lead campaign experimentation, including test design, control groups, statistical validity and performance measurement. Partner with Data and Analytics to strengthen reporting, attribution, audience quality and decision-making. Drive adoption of new martech capabilities and contribute to the customer engagement technology roadmap. Communicate campaign performance, risks, opportunities and recommendations to senior stakeholders.