The Customer Engagement Lead will be responsible for helping IESE evolve the way it engages with candidates, participants and Alumni across its commercial communication channels.
The role will act as the bridge between business teams, customer data and Customer Engagement platforms, ensuring that communication initiatives are relevant, coordinated, measurable and aligned with business priorities.
This position combines business partnering, Customer Engagement, Marketing Automation and analytics, working closely with Marketing, Programs, Data & AI and external technology partners.
Key responsibilities
Business partnering and Customer Engagement strategy. Work closely with Marketing, Programs and other business areas to understand their objectives, identify opportunities and translate business needs into Customer Engagement initiatives, communication strategies and actionable plans.
Customer journeys, segmentation and personalization. Lead the functional evolution of customer journeys and communication approaches, promoting better use of customer data, preferences,



interests and behavior to deliver more relevant and personalized interactions across channels.
Communication governance and coordination. Coordinate communication activity across business areas, audiences and channels, helping establish priorities, manage overlaps and communication pressure, and ensure a consistent customer experience.
Performance and analytics. Use data to evaluate the effectiveness of campaigns, journeys and customer interactions, define relevant KPIs and translate insights into concrete recommendations to improve engagement, conversion and business outcomes.
Functional ownership and external delivery. Define functional requirements and coordinate the external partners responsible for the technical operation of Customer Engagement platforms, prioritizing the backlog, following up delivery and ensuring that solutions meet business needs and quality expectations.
Continuous improvement and

📌 Customer Engagement Lead (Barcelona)
🏢 IESE Business School
📍 Barcelona