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.