Customer Engagement Manager at Infytel Communications

Job Purpose:

• The Customer Engagement Manager is responsible for developing and implementing strategies to enhance customer engagement, satisfaction, and loyalty. This role focuses on understanding customer needs, driving customer success initiatives, and collaborating with cross-functional teams to improve the overall customer experience.

Key Responsibilities:

Customer Engagement Strategy:

• Develop and execute a comprehensive customer engagement strategy that aligns with the company’s goals and objectives.
• Identify customer segments and tailor engagement initiatives to meet the specific needs of each group.
• Analyze customer feedback and data to inform engagement strategies and initiatives.

Customer Relationship Management:

• Build and maintain strong relationships with key customers to ensure satisfaction and long-term loyalty.
• Act as the main point of contact for customer inquiries, concerns, and escalations.
• Collaborate with sales and support teams to address customer needs and improve service delivery.

Program Development & Implementation:

• Design and implement customer engagement programs, including loyalty programs, feedback initiatives, and community-building efforts.
• Coordinate and oversee customer events, webinars, and training sessions to enhance customer knowledge and usage of products/services.
• Monitor and evaluate the effectiveness of engagement programs and make recommendations for improvement.

Collaboration & Communication:

• Work closely with marketing, product, and sales teams to ensure a unified approach to customer engagement.
• Communicate customer insights and trends to relevant stakeholders to drive product improvements and service enhancements.
• Foster a customer-centric culture across the organization by promoting awareness of customer needs and preferences.

Data Analysis & Reporting:

• Track and analyze key performance metrics related to customer engagement, satisfaction, and retention.
• Prepare reports and presentations on customer engagement initiatives and outcomes for senior management.
• Use data-driven insights to continuously refine and improve customer engagement strategies.

Training & Development:

• Provide training and resources to employees on customer engagement best practices and tools.
• Stay updated on industry trends and best practices in customer engagement and experience.

Key Performance Indicators (KPIs):

• Customer satisfaction and Net Promoter Score (NPS)
• Customer retention and loyalty metrics
• Participation rates in engagement programs
• Feedback and improvement scores from customer initiatives
• Impact of engagement initiatives on sales and revenue

Skills & Qualifications:

Education:

• Bachelor’s degree in Business, Marketing, or a related field. A Master’s degree is a plus.

Experience:

• Proven experience in customer engagement, customer success, or a related field.
• Experience in developing and implementing customer engagement programs.

Skills:

• Strong communication and interpersonal skills, with the ability to build relationships with customers and stakeholders.
• Excellent analytical and problem-solving skills, with experience in data analysis and reporting.
• Ability to manage multiple projects and priorities in a fast-paced environment.
• Proficiency in CRM software and customer engagement tools.

Preferred:

• Experience in [specific industry] and knowledge of industry best practices in customer engagement.
• Familiarity with customer feedback and survey tools.

Work Environment:

• Office-based with occasional remote work options.
• May require travel for customer visits, events, or conferences.