Client Engagement and Channels Lead Full Time NEW

Job Purpose:

To drive customer royalty, reduce churn & influence business strategy by establishing a data-led, customer-centric culture, transforming insights into actionable initiatives.

Job Responsibilities:

• VoC strategy & governance:

Define & deliver the end-to-end Voice of Customer strategy, establishing a central operating model, including reporting, decision rights and KPI’s.

• Customer Insights collection & Analysis:

Implement feedback mechanisms (surveys, social listening, interviews) to capture customer needs, pain points & expectations.

• Relationship Management:

Build Maintain & Enhance relationships with key clients, acting as the main point of contact & advocate.

• Actionable Insights & Improvement:

Analyze feedback data to identify trends, translating them into improvements in services, products & customer journey mapping.

• Cross Functional Leadership:

Lead A VoC steering committee or collaborate with marketing, Product & Operations teams to ensure the customer voice is integrated into business decisions.

• Reporting & Communication:

Produce regular reports & presentations for stakeholders to demonstrate the impact of customer enragement initiatives.

• Lead Generation & Growth:

Identify opportunities for upselling, cross selling & expanding client accounts.

Qualifications, Experience & Skills:

• Bachelor’s degree in business marketing.
• 1 -3 Years proven experience establishing or evolving a VoC program.
• CRM software.