Customer Engagement Manager

About the role

As Customer Engagement Manager, you’ll lead the development and delivery of strategies that drive customer retention, engagement and long‑term loyalty through segmented, personalised communications across direct channels, hosted events and customer initiatives.

Reporting to the Head of Marketing, you’ll oversee Customer Generosities, optimise direct communications and lead the implementation of automated customer journeys using platforms such as Microsoft Dynamics.

You’ll also own the corporate partnership strategy, embedding the TABtouch brand across racetracks, premium sporting venues and hospitality environments to strengthen customer loyalty and performance.

Key Responsibilities

• Lead segmented customer lifecycle strategies across direct communications and offers.
• Plan, deliver and optimise direct marketing and CRM campaign schedules.
• Drive campaign automation and lifecycle capability within Microsoft Dynamics.
• Develop campaigns aligned to racing and sporting calendars to increase engagement and wagering participation.
• Analyse customer data to deliver insight‑led targeting, A/B testing and performance optimisation.
• Manage customer generosity initiatives within approved budgets and governance frameworks.
• Deliver premium hospitality, experiential events and customer initiatives.
• Lead corporate partnerships across racetracks, venues and premium sporting environments.
• Support retail activation initiatives and communications that drive engagement and loyalty.
• Ensure all activity complies with Responsible Wagering, AML/CTF and data governance requirements.