Director Customer Engagement

Director Customer Engagement A major international player in online commerce is looking for its future Director Customer Engagement. This role sits at the heart of the company's growth strategy from its existing customer base: it is about turning customer engagement into a genuine commercial growth engine, by owning the strategy, program portfolio, and operating model that systematically increase purchase frequency, cross- and up-sell, and retention across both digital and physical channels. The person hired will also define how customer engagement operates as a scalable product portfolio: new ways of working, delivery models, and prioritization and steering frameworks driven by data. He/Her will lead a team of Product Owners and Business Analysts based in Paris. Key responsibilities • Own end-to-end the customer engagement program portfolio (campaigns, automated always-on journeys, onboarding, loyalty), with direct accountability for the commercial impact generated. • Define and own the KPIs and performance frameworks tied to digital and total revenue growth, purchase frequency, and customer base expansion. • Build a deep understanding of customer behavior and friction points, and translate these insights into value-generating use cases. • Orchestrate customer engagement consistently across all channels (email, app, e-commerce, messaging, sales tools), ensuring a seamless experience between digital and physical touchpoints. • Equip sales teams and specialists with actionable, data-driven recommendations, while also driving direct digital conversion. • Prioritize and scale high-impact use cases (onboarding programs, loyalty, account-based marketing, behavior-triggered journeys). • Build a scalable operating model, including governance, global vs. local responsibility split, and cross-team coordination principles. • Define the business requirements for the martech stack, including orchestration capabilities, automation, and integration with CRM and data platforms. • Collaborate closely with e-commerce, customer activation, CRM, data, and martech teams to ensure aligned execution. • Build, lead, and grow a high-performing, cross-functional organization (product owners, engagement specialists), and develop capabilities at scale internationally. Profile sought • 12-15+ years of experience in digital marketing, customer engagement, CRM, or product/portfolio leadership, including experience managing managers in an international context. • Strong commercial mindset with a proven track record of measurable business impact. • Demonstrated expertise in customer lifecycle marketing, omnichannel orchestration, and data-driven decision-making. • Experience building scalable operating models and leading cross-functional product organizations. • Excellent analytical, strategic thinking, and stakeholder management skills. • Ability to translate customer insights into commercially valuable use cases. • Good understanding of martech ecosystems, CRM platforms, and AI-driven personalization.