Digital Marketing and Customer Engagement Head

About the role

Arcera is seeking a Digital Marketing and Customer Engagement Head to lead the design and execution of customer engagement strategies that enhance experience, drive loyalty and support commercial growth. The role will be based at our Al Obour site and will work closely with sales, marketing and digital teams.

Key responsibilities

• Develop and implement customer engagement strategies aligned with commercial objectives.
• Design and manage customer journey mapping and experience‑improvement initiatives.
• Analyze customer feedback, behavior and satisfaction metrics to identify opportunities.
• Collaborate with sales, marketing and digital teams to ensure consistent communication.
• Lead loyalty and retention programmes to strengthen long‑term relationships.
• Monitor engagement KPIs and provide actionable insights to senior leadership.
• Support CRM optimisation and segmentation strategies.
• Drive personalisation and targeted outreach based on customer data.
• Manage customer engagement tools and platforms.
• Present performance results and recommendations to senior stakeholders.

Required profile

• Bachelor’s degree in Business, Marketing or a related field (Master’s preferred).
• 12+ years of experience in customer engagement, experience management or commercial roles.
• Strong understanding of customer behaviour and journey mapping.
• Excellent communication and stakeholder‑management skills.

Required skills

• Proficiency with CRM systems.
• Experience using customer analytics tools.