Head of Omnichannel

Head of Omnichannel

Department: Client Success

Employment Type: Full Time

Location: London

Reporting To: Director of Client Success

Compensation: £95,000 - £110,000 / year

Description

Reward Gateway, part of Edenred, is a global leader in benefits and employee engagement. We help businesses attract, engage, and retain top talent through strategic reward, recognition, and well‑being solutions.

Guided by our shared missions - ‘Making the World a Better Place to Work’ and ‘Enriching Connections, For Good’ - we’re committed to transforming workplaces and improving people’s daily lives.

Our team embodies entrepreneurial spirit, innovation, and respect. We push boundaries, speak up, and stay human, fostering a culture where imagination thrives!

Your Role in our Mission: The Head of Omnichannel (Customer Engagement) is accountable for designing, owning, and scaling a best‑in‑class omnichannel engagement model that drives customer adoption, usage, renewal confidence, and commercial outcomes across the customer base.

This role operates in close partnership with Client Success Directors and the Director of Client Success, enabling those leaders to focus their time and attention on the accounts and segments that will drive the greatest platform adoption and commercial impact.

By combining digital, tech‑touch, campaigns, content, and targeted human intervention, this role ensures customer engagement is intentional, data‑led, scalable, and aligned to account‑level priorities

This role ensures customer engagement is focused where it matters most. By partnering closely with Client Success Directors and the Director of Client Success, the Head of Omnichannel Customer Engagement enables senior leaders to concentrate on high‑impact accounts while ensuring the wider customer base receives consistent, scalable, and value‑driven engagement.

Key Outcomes

• Increased platform adoption and feature usage across all customer segments
• Improved renewal confidence and reduced churn risk
• Scalable engagement for mid‑market and long‑tail customers
• Clear prioritisation of engagement effort aligned to high‑impact accounts
• Consistent, repeatable engagement playbooks that support Client Success teams
• Clear ROI and value storytelling through engagement and usage metrics

What’s In It For Me?

• A flexible holiday plan of up to 40 days per year
• £400 a year Wellbeing Allowance
• Private Medical Insurance
• Allowance for professional development books, E‑books, and podcasts
• Contributory pension scheme
• Employee, friends and family discounts across 1200+ retail, hospitality and lifestyle brands

Click here to see our full suite of benefits and perks dedicated to supporting all aspects of employee wellbeing!

Flexible, Hybrid Working: Collaboration, connection as a team, and strong internal relationships are part of the "RG Magic" that makes our culture thrive. Our teams work from our Dean Street office two days per week.

What You’ll be Doing:

Omnichannel Strategy & Ownership

• Define and own the end‑to‑end omnichannel engagement strategy across the customer lifecycle (onboarding, adoption, value realisation, renewal)
• Design a tiered engagement model aligned to customer value, service levels, and account priorities
• Ensure consistent engagement experiences across digital, remote, and in‑person touchpoints
• Act as the single point of accountability for how customers are engaged at scale

Partnership with Client Success & Community

• Work in close partnership with Client Success Directors to identify:
• Priority accounts requiring targeted engagement
• Adoption risks and opportunities across the portfolio
• Enable the Director of Client Success to focus on strategic accounts by providing scalable engagement coverage elsewhere
• Ensure engagement activity is always aligned to account‑level outcomes and renewal strategy

Tech‑Touch & Scaled Engagement

• Own the tech‑touch engagement model for lower‑value and long‑tail customers
• Design automated journeys using email, in‑app messaging, campaigns, webinars, and content
• Ensure tech‑touch engagement is commercially effective and outcome‑focused, not a reduced experience
• Continuously optimise journeys based on adoption, engagement, and renewal data

Engagement Programmes & Campaigns

• Own high‑impact engagement programmes including launches, refreshes, roadshows, and campaigns
• Ensure engagement activity directly supports:
• Adoption of key products and features
• Usage growth and behavioural change
• Renewal positioning and commercial outcomes
• Build repeatable playbooks that Client Success teams can deploy consistently

Content & Communications Leadership

• Own the customer‑facing content strategy for engagement, adoption, and value communication
• Ensure content is:
• Clear, outcome‑led, and commercially relevant
• Consistent across channels and customer segments
• Easy for Client Success teams and customers to consume and reuse
• Oversee customer communications planning, cadence, and prioritisation

Data, Insight & Commercial Impact

• Define and own engagement success metrics (usage, adoption, reach, value indicators)
• Provide clear insight into how engagement activity supports:
• Platform adoption
• Retention and renewal confidence
• Expansion opportunities
• Use data to prioritise engagement investment and continuously improve effectiveness

Leadership & Team Management

• Lead and develop a multi‑disciplinary omnichannel team, including:
• Engagement Specialists
• Communication Specialists
• Content Specialists
• Tech‑Touch / Scaled Engagement roles
• Set clear objectives, standards, and performance expectations
• Build capability, progression paths, and succession within the team
• Create a high‑performance, delivery‑focused culture

Experience and Skills You Need in this Role:

• Proven experience leading customer engagement, lifecycle, or omnichannel teams in a B2B or B2B2C environment
• Strong understanding of Client Success, renewals, and adoption‑led growth
• Previous experience designing and operating scaled or tech‑touch engagement models
• Strong commercial mindset with proven ability to link engagement activity to revenue outcomes
• Excellent stakeholder management and senior‑level influence
• Highly data‑literate with a bias toward action and continuous improvement
• Previous experience operating within segmented or tiered customer models
• Background in SaaS, platforms, and subscription‑based businesses
• Experience working closely with Product, Marketing, and Commercial teams
• Familiarity with CRM, engagement automation, and analytics tools
• Operates with clear ownership and accountability
• Acts as an enabler to Client Success leadership, not a parallel function
• Thinks in systems rather than one‑off activity
• Balances creativity with commercial discipline
• Sets a high bar for quality, consistency, and impact

The Interview Process:

• Screening call with Senior Talent Partner
• First stage interview with Director of Client Success and UK Commercial Director
• Take home assessment task
• Final face‑to‑face interview in office with Director of Client Success and UK Commercial Director.

At Reward Gateway | Edenred, we are committed to ensuring an inclusive and accessible recruitment process for all candidates. If you have any specific requirements or need reasonable adjustments at any stage of the recruitment journey, please let your Talent Acquisition Partner know. Your needs are important to us, and we want to ensure an equitable experience for every candidate.

Be comfortable. Be you. We want every employee to feel comfortable bringing their passion, creativity and individuality to work. We value all cultures, backgrounds and experiences, because we believe diversity drives innovation and makes us stronger. Our approach to hiring and building teams is about more than filling roles - it’s about creating an environment where.

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