Customer Engagement Specialist
£35,000-£40,000 DOE
Role
Purpose
The
Customer Engagement Specialist will play a pivotal role in accelerating
customer growth, strengthening retention, and shaping how we engage with medium
and large business customers. This is an entrepreneurial, KPI-driven role that
requires initiative, creativity, and the confidence to influence the sales and
Key Account management teams.
As we
expand and evolve our customer management strategy, this role offers genuine
progression opportunities and the chance to help define what best-in-class
customer engagement looks like for our organisation.
Key
Responsibilities
Strategic
Customer Growth & Engagement
- Promote and support positive
customer growth across medium and large customers while supporting new
customer acquisition through targeted engagement initiatives.
- Work proactively with the
sales and KAM workforce to align efforts, strengthen communication, and
ensure a unified customer experience across the entire customer journey.
- Analyse customer performance
data, growth trends, and engagement activity to identify opportunities,
risks, and clear actions.
Entrepreneurial
Ownership of Customer Programs
- Design, implement, and
continuously improve customer reward, retention, and loyalty programs.
- Increase the use and
effectiveness of customer data across all touchpoints, ensuring insights
are embedded into commercial decision-making.
- Lead communication and
roll-out of all customer initiatives, ensuring the field teams are
equipped, informed, and motivated to execute.
Sales
Territory & CRM Effectiveness
- Ensure vacant sales
territories receive proactive communication and consistent customer
contact.
- Strengthen CRM usage across
the sales organisation by improving data quality, process adherence, and
practical value for end-users.
- Support sales operations with
territory optimisation, including data cleansing and opportunity mapping.
Customer
Insights & Continuous Improvement
- Conduct customer satisfaction
surveys across all customer clusters in line with ISO requirements,
transforming findings into actionable recommendations.
- Analyse new, at-risk, and
strategically important customers to recommend targeted interventions and
safeguard business continuity.
- Develop rules and follow-up
structures to ensure actions are approved, implemented, and monitored.
Campaign
Planning & Lead Development
- Identify new potential
customers and create tailored campaign strategies, including channel
selection, messaging, qualification processes, and sales-force enablement.
- Work with teams to ensure
every campaign is executed with clarity, purpose, and measurable outcomes.
Reporting
& Recommendations
- Provide clear, data-backed
updates to the Head of Customer Operations, including progress against
KPIs, program outcomes, and further recommendations to strengthen customer
growth and loyalty.
Required
Skills & Qualities
- Strong leadership presence
with the confidence to influence commercial teams
- Demonstrated project
management ability
- High level of initiative and
entrepreneurial thinking
- Strong analytical and
problem-solving capabilities
- Exceptional communication and
customer-management skills
- Advanced Excel proficiency
- Sales and/or marketing
background preferred
- Highly organised,
detail-driven, and comfortable presenting to senior stakeholders
What We Offer
- 23 days holiday (raising up to 28 with Length of Service)
- Pension in line with auto-enrolment
- Health Care plan – money towards your dental, optical and
treatment therapies!
- Employee Assistance Programme
- Staff discount on all Wurth products
- Career progression
Why
This Role Matters
This is a
critical role in a pivotal moment for the business. We are building the future
of our customer engagement and retention ecosystem, and the Customer Engagement
Specialist will stand at the centre of that transformation.
You will
not simply manage tasks—you will shape strategy, improve how we work, and
unlock new commercial value. This is a unique opportunity to make a mark, grow
with the organisation, and influence what the next chapter of customer
excellence looks like
