Customer Engagement Manager

About the role

DS Smith is looking for a Customer Engagement Manager for its UK&I Packaging division. The role leads the business in growing and strengthening strategic partnerships by showcasing expertise, packaging innovations and sustainable solutions. It is a high-exposure position based at the Customer Impact Centre in Fordham, where you will develop and deliver the customer engagement strategy and roadmap, act as the "Voice of the Customer" back into the business and coach and mentor a team member.

Key responsibilities

• Design, facilitate and deliver tailored 1:1 and 1:many customer workshops, webinars and inspiration sessions in physical, hybrid and virtual settings
• Maintain and refresh the Customer Innovation Hub experiences so they showcase new solutions effectively
• Build presentation assets and pitch materials aligned to account plans, tenders and ABM priorities
• Translate customer challenges, category dynamics and market trends into engagement opportunities and feed them back to the business
• Work with regional Sales, Design & Innovation and sustainability teams to run multi-disciplinary customer sessions
• Track and report engagement metrics, CRM-linked opportunities, NPS and event ROI

Required profile

• Proven experience in a customer-facing B2B marketing, sales enablement or customer engagement role in 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, with strong storytelling and presentation skills
• Ability to engage senior decision-makers and large audiences
• Strong commercial mindset and comfort working in a matrix organisation

Required skills

• PowerPoint
• Virtual collaboration tools (360-degree virtual environments and webinars)
• Event and vendor coordination

What we offer

• Competitive salary and discretionary bonus
• 25 days holiday plus bank holidays
• Pension scheme, life assurance and income protection
• Employee Assistance Programme, employee discounts and cycle to work scheme