Customer Engagement Manager

DS Smith

. Develop and deliver the UK&I Customer Engagement strategy and roadmap .

Posted 10/28/2026full-timeFordham • United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in developing and executing customer engagement strategies, leveraging market insights and trends to create impactful marketing programs. Proficient in facilitating workshops and presentations while collaborating across diverse teams to drive innovation and sustainability.

Highest-signal resume keywords

Customer Engagement Strategy DevelopmentB2B Marketing ExperienceWorkshop Facilitation SkillsMarket Insights TranslationPowerPoint Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer EngagementAccount-Based MarketingEvent CoordinationMarket Intelligence AnalysisPresentation Development

Soft Skills

StorytellingPublic SpeakingCollaborationProactive MindsetCoaching

Tools & Technologies

CRM SystemsVirtual Collaboration Tools360° Virtual EnvironmentsWebinars

Certifications & Qualifications

Degree in BusinessDegree in MarketingDegree in Sales

Industry Keywords

FMCGManufacturingRetailSustainabilityInnovation

About the role

Key responsibilities & impact

Develop and deliver the UK&I Customer Engagement strategy and roadmap
Align customer engagement activity to strategic customers, growth opportunities, account plans and business objectives
Act as the “Voice of the Customer” back into DS Smith
Design, facilitate and deliver tailored 1:1 and 1:many customer workshops, webinars and inspiration sessions across physical, hybrid and virtual environments
Maintain and continually refresh Customer Innovation Hub experiences
Showcase new packaging solutions while ensuring brand excellence
Build presentation assets and co-create pitch materials aligned with customer account plans, tenders and ABM priorities
Translate market intelligence, category dynamics and supply chain insights into targeted Account-Based Marketing programmes
Develop customer engagement opportunities from customer challenges, category dynamics and market trends
Feed customer insights back into the business to shape priorities, innovation and growth opportunities
Collaborate with Sales, Marketing, Sustainability, Design & Innovation, regional Sales and sustainability teams
Coordinate multi-disciplinary customer sessions
Coach and mentor a team member
Manage day-to-day activity at the Customer Impact Centre
Measure and report customer engagement metrics, CRM-linked opportunities, Net Promoter Score and event ROI

Requirements

What you’ll need

Proven experience in a customer-facing B2B marketing, sales enablement, or customer engagement role within FMCG, manufacturing, retail, or agency environments
Degree or professional qualification in Business, Marketing, Sales, or a related discipline – desirable
Passion for packaging, innovation and sustainability
Ability to bring customer, consumer and market insights to life through compelling storytelling and engagement experiences
Outstanding presentation, public speaking, and workshop facilitation skills
Track record of engaging senior decision-makers and large audiences
Strong commercial mindset
Ability to translate consumer trends, sustainability priorities, and category insights into tangible business opportunities
Proficient in PowerPoint
Proficient in virtual collaboration tools, including 360° virtual environments and webinars
End-to-end event/vendor coordination experience
Energetic, proactive self-starter with a collaborative spirit
Comfortable navigating ambiguity and managing diverse stakeholders across a matrix organisation

Benefits

Comp & perks

Competitive salary
Discretionary bonus
25 days holiday plus bank holidays
Pension scheme
Life assurance
Income protection
Employee Assistance Programme
Employee Discounts
Cycle to work scheme