Services & Customer Engagement Lead

Overview

We’re hiring a Services & Customer Engagement Lead to own regional marketing activity and the day-to-day leadership of a customer-facing services function. This is a hands-on role combining strategy + execution
: you’ll drive campaigns, manage stakeholders, improve service performance, and lead a team to deliver measurable outcomes. You’ll be joining a well-established organisation with a strong regional footprint, where marketing and service delivery are tightly linked to reputation, retention, and growth.

• Lead regional marketing plans aligned to organisational objectives and local priorities
• Build and run campaigns across digital, partner, and community channels
• Own service performance: customer experience, responsiveness, quality and consistency
• Lead, coach, and develop a team (including performance management)
• Manage stakeholder relationships across multiple sites/teams (internal + external)
• Track and report on KPIs (pipeline, engagement, service metrics, satisfaction)
• Manage budget, suppliers/partners, and procurement where required
• Use insight/data to continuously improve messaging, channel performance, and service delivery
• Ensure processes meet governance/quality standards and are audit-ready (where applicable)

• Proven experience in a marketing leadership role (regional or multi-site is a plus)
• Strong track record delivering campaigns with measurable results
• Confident people leader: can set standards, coach, and hold accountability
• Strong stakeholder management (you can influence without drama)
• Comfortable with reporting, dashboards, and performance metrics
• Organised, practical, and able to manage multiple priorities without losing quality

• Experience leading or improving a services / customer operations function
• Public sector / regulated environment experience
• Experience with CRM and marketing automation tools (Hub Spot, Salesforce, Dynamics, etc.)
• Experience managing partners, agencies, or outsourced providers

• Mid-Senior level

• Full-time

• Customer Service, Marketing, and Public Relations

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