THE OPPORTUNITY:

The Customer Engagement Delivery Lead is responsible for managing the end-to-end delivery of marketing and customer engagement initiatives within a dedicated value stream such as Growth, Service, Health etc. This role acts as a bridge between business stakeholders and delivery teams, ensuring successful execution of campaigns and propositions.
The role involves close collaboration with Senior Campaign Managers, Proposition Managers, MarTech Developers, Business Analysts, and Testers to deliver high-quality outcomes that enhance customer engagement and drive business value. This role also requires Delivery Leads to periodically present delivery options analysis to senior leaders and collaborate on developing solutions.
In addition, the Customer Engagement Delivery Lead will have people leadership responsibilities, supporting team development and performance management.

WHAT YOU’LL BRING

We’re looking for someone who’s passionate about helping others and thrives in a fast-paced, people-focused environment. If you enjoy connecting with diverse communities and making a positive impact, this could be the perfect role for you!

To succeed in this role, you’ll ideally have:

• 7+ years of experience in marketing technology, campaign management, or delivery management within a customer engagement environment.
• Strong background in managing cross-functional teams including Developers, Business Analysts, and Testers.
• Proven experience in delivering marketing or customer engagement initiatives in a complex, fast-paced environment.
• Excellent stakeholder management skills, with the ability to communicate effectively across business and technology teams.
• Experience in agile methodologies and working within a squad-based delivery model.
• Strong problem-solving skills and the ability to manage risks effectively.
• Preferred to have hands-on experience with MarTech platforms such as Pega CDH, Smartcomm or similar.
• Experience in the healthcare or insurance industry is desirable.
• Familiarity with decisioning engines, and marketing automation tools is desirable.
• Understanding of regulatory compliance and data privacy laws in marketing is desirable.

WHAT YOU’LL BE DOING

Here’s what you can look forward to in this role:

• Manage the planning, execution, and delivery of campaigns and customer engagement initiatives within a value stream.
• To manage the backlog of campaign work for value squad, negotiate with senior stakeholders on the priorities, sequence the activities.
• Work closely with senior business stakeholders and Business Analysts to understand and define requirements, set priorities, and manage timelines.
• Ensure alignment between business goals and current technology implementation.
• Lead the identification and mitigate risks, ensuring smooth delivery with minimal disruption.
• Drive continuous improvement in delivery processes, adopting best delivery practices where applicable.
• Facilitate collaboration across cross-functional teams, including Developers, Business Analysts, and Testers.
• Manage the regular updates and insights to senior leadership on project status, key challenges, and recommendations.
• Provide leadership, mentoring, and guidance to team members within the squad.
• Lead the culture of accountability, innovation, and continuous learning within the team.

To succeed in this role, you’ll ideally have:

• 7+ years of experience in marketing technology, campaign management, or delivery management within a customer engagement environment.
• Strong background in managing cross-functional teams including Developers, Business Analysts, and Testers.
• Proven experience in delivering marketing or customer engagement initiatives in a complex, fast-paced environment.
• Excellent stakeholder management skills, with the ability to communicate effectively across business and technology teams.
• Experience in agile methodologies and working within a squad-based delivery model.
• Strong problem-solving skills and the ability to manage risks effectively.
• Preferred to have hands-on experience with MarTech platforms such as Pega CDH, Smartcomm or similar.
• Experience in the healthcare or insurance industry is desirable.
• Familiarity with decisioning engines, and marketing automation tools is desirable.
• Understanding of regulatory compliance and data privacy laws in marketing is desirable