Role Profile: Customer Engagement Lead

The Customer Engagement Lead is responsible for developing and executing strategies to enhance customer relationships and ensure active customer participation with the company's products or services. This role focuses on fostering customer loyalty and improving overall engagement metrics.

• Design and implement customer engagement initiatives and campaigns.

• Analyse customer data and feedback to understand engagement trends.

• Collaborate with marketing and sales teams to ensure alignment on customer outreach efforts.

• Monitor and report on the success of engagement programmes.

• Facilitate communication between customers and internal teams to resolve issues and gather insights.

• Strong interpersonal and communication skills.

• Analytical skills to interpret data and derive actionable insights.

• Proficiency in customer relationship management (CRM) and marketing tools.

• Creativity and the ability to develop engaging content and strategies.

• Problem-solving abilities to address customer concerns effectively.

• Bachelor’s degree in Marketing, Business Administration, or a related field.

• 3–5 years of experience in customer engagement, marketing, or related roles.

Possible advancement opportunities include Customer Engagement Manager, Head of Customer Experience, or Chief Marketing Officer.

• Customer Engagement Institute (CEI)

• Courses on platforms like Coursera or LinkedIn Learning focused on customer engagement and marketing strategies.

Leading a campaign to boost customer interaction through social media platforms, designing contests and promotions to encourage sharing and participation. Conducting surveys and follow-ups to collect feedback and refine service offerings based on customer insights.