Customer Experience and Engagement Manager

On behalf of our client – a leading retail company with a strong national footprint and a customer-centric culture – we are looking for an experienced Customer Experience & Engagement Manager to join their growing team.

This is a strategic role for a commercially minded professional who combines strong analytical capabilities with a deep understanding of customer behavior. The successful candidate will drive customer engagement initiatives, strengthen loyalty programs, and transform customer and market insights into actionable business recommendations that support growth, retention, and brand development.

Key Responsibilities:

• Develop and implement customer experience and engagement strategies aligned with business objectives
• Lead initiatives aimed at improving customer loyalty, retention, and advocacy
• Analyze customer, market, loyalty, and shopper behavior data from both internal and external sources
• Identify trends, opportunities, and areas for improvement across the customer journey
• Produce strategic recommendations based on customer insights and market intelligence
• Monitor and evaluate the effectiveness of loyalty programs, engagement campaigns, and customer initiatives
• Collaborate with cross-functional teams to enhance the end-to-end customer experience across physical and digital touchpoints
• Design and maintain reporting frameworks, dashboards, and KPIs related to customer engagement and loyalty
• Conduct competitive benchmarking and stay up to date with local and international retail trends, innovations, and best practices
• Support business decision-making through advanced customer and market analysis.
• Manage customer insight and research projects from planning through execution and presentation of findings
• Champion a customer-centric mindset across the organization and promote the use of data-driven decision-making
• Partner with CRM, Digital, and Marketing teams to optimize customer segmentation, personalization, and targeted communication programs
• Contribute to the development of customer experience measurement frameworks, including NPS, CSAT, and Customer Effort Score methodologies where applicable

Desired Experience, Skills and Qualifications:

• 3+ years of professional experience in customer insights, customer engagement, loyalty, CRM, market research, shopper marketing, customer experience, or a related field
• Experience working with customer, market, shopper, and/or panel data
• Previous experience with loyalty programs is considered a strong advantage
• Strong analytical and problem-solving skills with the ability to translate complex data into business actions
• Excellent understanding of customer behavior and retail dynamics
• Experience managing projects and coordinating multiple stakeholders
• Advanced Microsoft Excel and PowerPoint skills.
• Experience with Power BI, Salesforce, CRM platforms, customer analytics tools, or marketing automation solutions will be considered an advantage
• Strong presentation and communication skills
• Proactive mindset with a passion for innovation, continuous improvement, and customer-centric thinking.
• Fluent English and Bulgarian, both written and spoken.

Our Client Offers:

• Opportunity to work for a stable and respected market-leading retail company
• Opportunity to make a visible impact on customer experience, loyalty, and business performance
• Exposure to strategic business initiatives
• Access to modern analytical and reporting tools
• Competitive salary and attractive benefits package
• Collaborative and supportive working environment
• Work-Life balance & wellbeing program
• Office-based working model

If you are passionate about customer behavior, loyalty strategies, data-driven decision-making, and creating exceptional customer experiences, we would love to hear from you.

Apply now and join an organization that places customers at the heart of everything it does.

Note:

We are committed to creating a diverse and inclusive workplace. Qualified applicants from all backgrounds are encouraged to apply. We comply with all applicable national and local laws pertaining to non-discrimination and equal opportunity.

License No: 3529/25.5.2023.