Client Engagement Analyst at Kiwi Kruise

KEY RESPONSIBILITIES

Client Relationship Management

• Maintain positive, professional, and productive relationships with existing and prospective clients.
• Serve as a key point of contact for client enquiries, feedback, complaints, and service requests.
• Conduct regular client engagement meetings, follow-ups, and satisfaction reviews.
• Understand client requirements, expectations, business objectives, and emerging needs.
• Ensure clients receive timely, accurate, and professional responses to enquiries and requests.

Client Engagement Analysis and Reporting

• Analyse client engagement activities, service performance, customer satisfaction, and retention trends.
• Develop reports on client satisfaction, engagement effectiveness, complaints, and service delivery performance.
• Monitor client service metrics, including response time, resolution time, retention, and satisfaction scores.
• Identify patterns in client feedback and recommend actionable improvements.
• Maintain accurate client engagement records, databases, and reporting dashboards.

Client Retention and Business Growth

• Identify opportunities to strengthen existing client relationships and improve client retention.
• Identify potential opportunities for additional services, contract renewals, and business expansion.
• Support the preparation of client proposals, presentations, service reviews, and business reports.
• Contribute to client retention strategies and customer experience initiatives.
• Identify potential risks to client satisfaction and recommend preventive actions.

Customer Experience and Continuous Improvement

• Promote a customer-centric culture across the organisation.
• Gather and analyse client feedback to identify service gaps and improvement opportunities.
• Recommend strategies to improve service quality, efficiency, and customer experience.
• Monitor compliance with client service standards and internal procedures.
• Support the implementation of corrective and preventive actions arising from client complaints.