Customer Engagement Lead

Job Description

As a Customer Engagement Lead in Inverness, you will spearhead initiatives designed to enhance customer satisfaction and loyalty. You will work closely with various teams, ensuring our customer engagement strategies resonate effectively with our diverse client base.

Responsibilities

• Design and execute customer engagement programs that drive satisfaction.
• Serve as the primary point of contact for major client accounts.
• Conduct regular assessments of customer service processes, providing recommendations for improvement.
• Spearhead customer loyalty initiatives, aiming to retain top clients.
• Collaborate with product teams to ensure customer feedback is integrated into new developments.

Requirements

Education

• Bachelor's degree in Customer Service Management or related field
• Master's degree is advantageous

Experience

• 5+ years of experience in customer relations or similar roles

Technical Skills

• Customer Relationship Management
• Market Research

Soft Skills

• Empathy
• Collaboration

Languages

• English: Fluent

Advantageous

• Familiarity with social media engagement tools: Experience in managing customer interactions across social media platforms.

Benefits

• Generous annual leave and staff training programmes
• Pension contribution scheme
• Employee discounts on services
• Remote working options where applicable

Company Culture

• Team Collaboration: We foster a collaborative environment where everyone's input is valued.
• Innovation: We encourage innovative thinking and creative solutions to enhance customer engagement.