Customer Engagement Manager at Ruff n Tumble

Role Overview

• The Customer Engagement Manager is responsible for developing and implementing strategies that enhance customer satisfaction, loyalty, and lifetime value across all customer touchpoints. This role will ensure that Ruff ’n’ Tumble delivers an exceptional and consistent customer experience that reflects the brand’s premium positioning and fosters a vibrant community of parents and families who love our brand.Key Responsibilities1. Customer Experience Strategy
• Develop and implement a comprehensive customer engagement strategy to improve satisfaction, retention, and repeat purchases across retail and digital channels.
• Gather insights and monitor customer feedback and sentiment through surveys, outbound calls, focus groups, and store-level reports to continuously improve the customer journey, ensuring seamless interactions from discovery to post-purchase.
• Establish customer experience benchmarks and KPIs for in-store, online, and customer service interactions. 

Customer Relationship Management (CRM)

• Ensure prompt responses and effective resolutions to enquiries and complaints from customers.
• Manage the CRM database to track, analyse, and leverage customer data for segmentation, targeted marketing, and personalizations that enhance customer lifetime value.
• Collaborate with marketing and IT teams to automate and optimise customer communication workflows (email, SMS, WhatsApp, loyalty programs, etc.).

Loyalty and Retention Programs

• Design and execute community-building initiatives including loyalty programs, referral schemes, VIP experiences, and brand ambassador programs
• Partner with the marketing and retail teams to execute exclusive experiences and offers for top-tier customers.

Premium Brand Excellence

• Champion a customer-centric culture across the organisation by training and auditing each department using the internal Premium Brand Audit Checklist. 
• Work with retail operations and training teams to elevate in-store customer service standards.
• Collaborate with Retail, Marketing, E-commerce, and Operations teams to ensure consistent messaging, service, and tone of voice.
• Develop and maintain customer engagement dashboards, providing regular reports to management on customer engagement metrics, insights, and improvement opportunities.

CEM Team Leadership and Outbound Engagement

• Lead and manage the Customer Engagement (CEM) team to ensure high-quality customer interactions and achievement of defined KPIs.
• Drive proactive customer outreach initiatives including welcome calls, check-ins, feedback collection, promotional campaigns and special events where calls are not just transactional but focused on building customer loyalty and increasing conversion.
• Structure and optimize calling schedules, scripts, and outbound task workflows to maximize efficiency and results
• Monitor call quality to ensure adherence to brand standards and compliance

Qualifications & Experience

• Bachelor’s degree in Marketing, Communications, Business Administration, or related field.
• 6+ years’ experience (2+ team management) in customer experience, CRM, or brand engagement — preferably in premium retail, fashion, or lifestyle sectors.
• Exceptional communication skills with ability to connect authentically with customers
• Creative thinker with ability to design innovative engagement experiences
• Project management capabilities with ability to problem solve and handle multiple initiatives simultaneously.
• Proven ability to interpret large customer databases and translate insights into actionable strategies.
• Strong leadership and people management skills with ability to motivate and develop team members
• Experience structuring outbound calling operations (workflows, scripts, performance tracking)
• Proven ability to balance telesales targets with maintaining high-quality customer relationships
• Proficiency in CRM software (e.g., HubSpot, Zoho, or Salesforce), customer feedback tools and data analytics tools.