The Consumer and Customer Engagement Manager is responsible for developing and executing consumer-focused marketing strategies that drive brand awareness, customer acquisition, and long-term loyalty within the aesthetic, beauty, or wellness sector. This role bridges aesthetic marketing, customer experience, and data-driven engagement, ensuring consistent, personalized, and compelling interactions across all consumer touchpoints.

Key Responsibilities

Consumer & Customer Engagement Strategy

• Develop and lead integrated consumer and customer engagement strategies aligned with brand positioning and business objectives.
• Design and manage end-to-end customer journeys across online, in-clinic, and offline channels.
• Identify key consumer insights and translate them into effective marketing initiatives that enhance emotional connection and trust with the brand.
• Work closely with our key account stakeholders to understand their need then develop a strategic DTC campaign with excellent in execution to help them in recruiting and maintaining their patients.

Aesthetic Marketing & Brand Experience

• Plan and execute aesthetic marketing campaigns across digital, social media, CRM, events, and partnerships.
• Ensure all consumer-facing content reflects premium aesthetics, clinical credibility, and brand consistency.
• Collaborate with creative, medical, and sales teams to develop campaigns that highlight treatments, products, and customer success stories.

Customer Relationship Management (CRM)

• Own and optimize CRM programs including loyalty programs, customer retention initiatives, and lifecycle communication.
• Segment customer databases based on behavior, preferences, and lifecycle stages.
• Drive personalization strategies to improve engagement, repeat visits, and customer lifetime value.

Digital & Social Engagement

• Oversee social media and digital platforms with a focus on community building, education, and engagement, not just promotion.
• Work closely with digital marketing teams to leverage paid media, influencer marketing, and social listening.
• Monitor and respond to customer feedback, reviews, and conversations to protect and enhance brand reputation.

Data, Insights & Performance Tracking

• Track and analyze engagement KPIs
• Use consumer data and market trends to continuously optimize campaign performance and customer experiences.
• Prepare regular reports and actionable insights for senior management.

Cross-Functional Collaboration

• Partner with sales, business excellence, clinical specialists, medical, and customer service teams to ensure seamless customer experience.
• Train internal teams on customer-centric engagement practices and brand communication guidelines.
• Manage external agencies and vendors, including creative, CRM, and digital partners.