Customer Engagement Manager

Roles and ResponsibilitiesA 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 ResponsibilitiesLeverages 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 ProfileA 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 SkillsInterpersonal Skills:
Building rapport with customers and fostering strong relationships.Active Listening:
Understanding customer needs and feedback to tailor engagement strategies.Strategy DevelopmentEngagement Plans:
Creating and implementing customer engagement initiatives to enhance loyalty and retention.Data Analysis:
Analyzing customer behavior and preferences to inform engagement strategies.Project ManagementCampaign Coordination:
Planning and executing customer engagement campaigns across various channels.Performance Tracking:
Monitoring the effectiveness of engagement initiatives and making data-driven adjustments.Customer Experience FocusJourney Mapping:
Analyzing the customer journey to identify touchpoints and opportunities for improvement.Feedback Collection:
Implementing systems for gathering and analyzing customer feedback to enhance service.Team CollaborationCross-Department Collaboration:
Working with marketing, sales, and customer service teams to ensure a cohesive approach to customer engagement.Training and Development:
Educating staff on engagement best practices and customer service excellence.Problem SolvingIssue Resolution:
Addressing customer complaints and concerns promptly to enhance satisfaction.Adaptability:
Adjusting strategies based on customer feedback and changing market conditions.Digital ProficiencyTechnology Utilization:
Leveraging CRM systems and engagement tools to manage customer relationships effectively.Social Media Engagement:
Utilizing social media platforms to interact with customers and enhance brand presence.Analytical SkillsPerformance Metrics:
Defining and tracking KPIs related to customer engagement and satisfaction.Reporting:
Providing insights and reports to management on engagement initiatives and customer trends.
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