Job Description

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