WHAT DOES A CUSTOMER ENGAGEMENT MANAGER DO?

Published: September 9, 2024 - The Customer Engagement Manager oversees hiring, training, and development of a top-tier Customer Engagement team, ensuring efficient daily operations and alignment with company values. Focuses on delivering detailed reports on Key Performance Indicators and Objectives and Key Results to leadership, while managing resource allocation to optimize team scheduling and staffing. Implements strategic action plans and maintains compliance with industry standards to enhance customer service, ensuring prompt responses and thorough follow-ups with customers and business partners.

A Review of Professional Skills and Functions for Customer Engagement Manager

1. International Customer Engagement Manager Duties

  • CX Strategy Contribution: Contributes to the CX strategy by defining "the company way of delivering Customer Experience" in line with global Brand value.
  • Engagement Planning: Proposes and manages the company's customer-first engagement plan addressing different internal targets and leveraging several dimensions: Communication, awareness, events, training.
  • Stakeholder Coordination: Delivers the actions with the relevant stakeholders and manages the return of experience and learnings.
  • Community Building: Boosts the Customer Experience community team building and collaborative working.
  • Practice Optimization: Supports regular meetings with countries to optimize value and good practice sharing.
  • Event Management: Manages events and yearly seminars.
  • CX Team Support: Supports deployment across CX teams.
  • Expertise Enhancement: Contributes to Customer Experience Center of Expertise plans to boost the strategic ambition in delivering Customer First.
  • External Influence: Contributes to positive influence outside the company.

2. Customer Engagement Manager Details

  • Team Development: Hire, onboard, train, and develop a highly skilled team of Customer Engagement Advisors.
  • Team Coaching: Coach, motivate, and support a Customer Engagement Team in the performance of daily duties.
  • Cultural Support: Support and communicate company culture and values.
  • Performance Reporting: Deliver regular periodic reporting to leadership on Key Performance Indicators and Objectives and Key Results.
  • Customer Resolution: Support positive resolutions to customer questions, concerns, and complaints.
  • Resource Management: Manage resources and deliver scheduling and staffing plans that meet the needs of the business.
  • Corrective Actions: Implement corrective measurements.
  • Campaign Development: Develop action plans and campaigns to support business changes and customer needs.
  • Workflow Improvement: Support the development and improvement of workflows.
  • Response Efficiency: Ensure timely response times and follow-up that effectively close the loop for customers, business partners, and advisors.
  • Compliance Management: Ensure compliance and adherence to industry-specific codes, customer KPIs, schedules, internal procedures, and updates.

3. Customer Engagement Manager Responsibilities

  • Customer Activation: Drives activation of Later's SMB customers with one-to-many touchpoints.
  • Retention Strategy: Identifies opportunities and implements strategies for retention and account expansion.
  • Inquiry Management: Serves as the first point of contact for inbound inquiries and responds to email and in-app onboarding campaigns.
  • Webinar Facilitation: Conducts webinars guiding customers on how to use Later to accomplish goals and drives usage of key features that contribute to activation and retention.
  • Feedback Collection: Collects product and cancellation feedback to represent the voice of Later’s SMB customers.
  • Cross-Team Collaboration: Collaborates with Customer Education and Customer Onboarding teams to ensure strategic alignment.
  • Data-Driven Strategy: Approaches all strategy and tactics with a data-driven approach, creating hypotheses and assumptions, validated with data insights.
  • Customer Acquisition: Acquires new customers for cloud optimization and supports digital transformation into the cloud.
  • Marketing Execution: Executes marketing campaigns to assist with sales efforts.
  • Opportunity Prioritization: Prioritizes opportunities to achieve consistent growth in targets.

4. Customer Engagement Manager Accountabilities

  • Data Analysis: Analyzes daily and monthly metrics and makes any needed adjustments to ensure that department goals are met.
  • Escalation Management: Supports Supervisors with customer escalations and finds solutions.
  • Communication: Communicates processes, updates, and daily reminders.
  • HR Recommendations: Recommends hiring and releasing of Supervisors and Agents to the Director.
  • Feedback Systems: Establishes and maintains a system for providing feedback to agents via scorecards and monitoring reports.
  • Product Knowledge: Keeps abreast of new company products, services, and procedures and ensures thorough communication with the team.
  • Morale Management: Maintains positive department morale through subordinate feedback and establishes promotions, contests, events, etc., to keep a positive work environment.
  • Initiative Collaboration: Works with management on customer service initiatives.
  • Cross-Department Support: Provides support to other departments with projects and audits on a needed basis.
  • Customer Relationship Development: Develops new customer relationships in the chosen market segment.

5. Customer Engagement Manager Functions

  • Team Leadership: Overall responsibility for the TAG Contact team.
  • Service Evolution: Developing and embedding the solution as well as continuously evolving the service.
  • Team Management: Recruit, lead, inspire, and manage the Contact team, monitor calls, and queries.
  • Digital Tool Implementation: Implement and embed the use of digital tools with the team.
  • Trend Analysis: Report and identify trends for re-occurring queries and execute plans to reduce queries.
  • Customer Engagement: Collaborate with Marketing to respond and engage with customers.
  • Social Media Management: Comment on all social media channels, report and monitor, and identify trends.
  • Customer Retention: Collaborating with the marketing team to build customer retention and loyalty KPIs.
  • Loyalty Strategy: Support in creating a strategy that builds loyalty with all customers.
  • Communication Standards: Ensure social media channels have the appropriate ‘tone of voice’ and deliver an effective reactive issues-led management process.
  • Cloud Optimization: Drive long-term cloud optimization and adoption with Crayon cloud products and solutions, preferably AWS.
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