Customer Engagement Lead

The Customer Engagement Lead is responsible for designing and delivering customer communications, content and engagement strategies across the end-to-end customer journey. The role ensures that customers receive relevant, timely and compelling information across digital and direct communication channels, building understanding, confidence and engagement while supporting conversion, retention and long-term customer relationships.

• 1. Own the customer engagement and communications strategy across the customer lifecycle, from initial interest through purchase, delivery and ownership.
• 2. Design and manage lead nurturing journeys that educate, engage and guide customers through the sales funnel.
• 3. Own customer communication journeys across email, CRM and other direct channels, defining the appropriate message, audience, timing and triggers.
• 4. Define customer-facing content requirements across the digital journey, including website content, FAQs, product education and purchase guidance.
• 5. Translate product, commercial and operational information into clear, compelling and customer-friendly communications.
• 6. Develop engagement strategies for key customer moments, including product launches, reservations, test drives, orders, financing, delivery and ownership.
• 7. Partner with Marketing and Product teams to ensure customer communications are consistent with Xiaomi's brand, product positioning and wider communication strategy.
• 8. Work with Customer Journey & Lifecycle and Digital Product & Systems teams to embed communication requirements, segmentation, personalisation and automation into customer journeys and systems.
• 9. Use customer behaviour, engagement and funnel performance data to identify opportunities to improve customer understanding, reduce friction and increase conversion.
• 10. Establish communication governance and performance measurement, continuously testing and optimising content, journeys and engagement strategies across European markets.

• 1. Proven experience in customer engagement, CRM, lifecycle marketing, customer communications, digital customer experience or a related discipline.
• 2. Strong understanding of customer lifecycle management, lead nurturing and how communications influence customer behaviour and commercial conversion.
• 3. Experience designing automated and triggered customer communication journeys across CRM, email and digital channels.
• 4. Strong content capabilities, with the ability to translate complex product, commercial and operational information into simple and compelling customer communications.
• 5. Experience defining digital content requirements, ideally including website, CRM and customer self-service environments.
• 6. A commercial mindset, with an understanding of sales funnels, conversion and the role customer engagement plays in driving business performance.
• 7. Strong analytical skills and experience using customer behaviour, engagement and performance data to optimise communications.
• 8. Strong cross-functional stakeholder management skills, with experience working across Marketing, Sales, Product, Digital and Operations teams.
• 9. Comfort working in a fast-paced, evolving environment and building new capabilities, processes and customer communication journeys.
• 10. Fluency in English is required. Additional European languages are an advantage.