Customer Engagement Manager

Roles and responsibilities

• A Bachelor's or Master’s Degree in Marketing or a related field is preferred.
• A proven track record of Work Experience as a Customer Engagement Manager or a similar role in a Luxury Hotel environment.
• Demonstrated proficiency in Customer Engagement Platforms (Braze) and Business Intelligence tools (Tableau or Power BI).
• Strong Business Acumen and Analytical Skills, with the ability to translate data into Actionable Marketing Strategies.
• Excellent Communication and Interpersonal Skills, leveraging strong verbal and written skills to present Complex Data Insights to non-technical Stakeholders.
• Superior Problem-Solving Skills and the competence to Exceed Expectations in dynamic and competitive operational environments.
• Next-Level Organisational and Leadership skills, effectively leading and inspiring the FIVE Tribe to New Heights.
• A hands-on attitude, fuelled by a ‘Can-Do!’ Spirit.
  

Key Responsibilities

• Leverages premium Customer Engagement Platforms to design, manage, and enhance Bespoke Engagement Campaigns that align with FIVE’s Industry-Leading Standards.
• Continuously monitors and optimises Campaign Performance, driving Sensational engagement and maximising ROI on all ad spend.
• Spearheads luxury event campaigns, promoting FIVE’s Award-Winning amenities and destinations, enhancing our ‘FIVE-Star’ Customer Experience.
• Analyses Customer Data using advanced Business Intelligence tools, identifying Key Trends and crafting Actionable Insights that Elevate Marketing Strategies and Customer Touchpoints.
• Provides regular, Detailed Reports on campaign performance, Customer engagement metrics, and ROI, presenting Insights to Key Stakeholders to support Strategic Decision-Making.
• Curates personalised Customer Segmentation Strategies, delivering Highly Tailored and Effective Marketing Messages that Resonate with our Sensational Customers.
• Implements Cutting-Edge techniques to Elevate Guest Loyalty Programmes, creating Memorable and Engaging Customer Journeys at FIVE.
• Collaborates seamlessly with Marketing, Sales, and Product Teams to ensure a Cohesive and Exquisite ‘FIVE-Styled’ Customer Experience across all touchpoints, embodying our Top-Notch service standards.

Desired candidate profile

A Customer Engagement Manager is responsible for developing and implementing strategies to enhance customer relationships and improve overall satisfaction. Here are the key skills and responsibilities associated with this position:

Communication Skills

1. Interpersonal Skills: Building rapport with customers and fostering strong relationships.
2. Active Listening: Understanding customer needs and feedback to tailor engagement strategies.

Strategy Development

1. Engagement Plans: Creating and implementing customer engagement initiatives to enhance loyalty and retention.
2. Data Analysis: Analyzing customer behavior and preferences to inform engagement strategies.

Project Management

1. Campaign Coordination: Planning and executing customer engagement campaigns across various channels.
2. Performance Tracking: Monitoring the effectiveness of engagement initiatives and making data-driven adjustments.

Customer Experience Focus

1. Journey Mapping: Analyzing the customer journey to identify touchpoints and opportunities for improvement.
2. Feedback Collection: Implementing systems for gathering and analyzing customer feedback to enhance service.

Team Collaboration

1. Cross-Department Collaboration: Working with marketing, sales, and customer service teams to ensure a cohesive approach to customer engagement.
2. Training and Development: Educating staff on engagement best practices and customer service excellence.

Problem Solving

1. Issue Resolution: Addressing customer complaints and concerns promptly to enhance satisfaction.
2. Adaptability: Adjusting strategies based on customer feedback and changing market conditions.

Digital Proficiency

1. Technology Utilization: Leveraging CRM systems and engagement tools to manage customer relationships effectively.
2. Social Media Engagement: Utilizing social media platforms to interact with customers and enhance brand presence.

Analytical Skills

1. Performance Metrics: Defining and tracking KPIs related to customer engagement and satisfaction.
2. Reporting: Providing insights and reports to management on engagement initiatives and customer trends.