Senior Manager - Global Engagement Strategy & Support (Fixed-Term Contract) in London

About the Role

You will lead a member engagement team that ensures that our members, students and customers receive an excellent experience and that the member experience is at the heart of everything that we do. You will ensure that the Global Engagement Centres in our UK, South Africa and Kuala Lumpur sites deliver value to the Association that includes improving member satisfaction, building loyalty and achieving revenue goals. You will report to the Senior Director - Global Engagement Centre and line manage 6 direct reports. You will use a hybrid in office / remote work schedule. This role is a fixed-term contract for 12-18 months.

You Will

• Contribute to the Global Member Engagement strategy.
• Improve our member and student satisfaction and engagement, creating value for the Association.
• Create a culture of continuous improvement, analysing and reviewing all performance information to identify trends, training needs and issues.
• Identify and act upon opportunities creating 'compelling stories' to maximise revenue performance and improve the member experience.
• Advocate for the team to change processes or workflows that hinder member satisfaction or increase members' efforts to work with us.
• Review the satisfaction performance scores and ensure the survey continues to capture the relevant service experience from customers.
• Manage the workforce capacity plan to provide a hiring process that supports talent acquisition, following the needs of the department and targeted attrition.
• Set clear direction for all staff through Goals, reviewing performance, and recommending suitable development opportunities.
• Implement the agreed coaching programme and provide mentoring.
• Ensure the UK GEC has a comprehensive business continuity plan in place.
• Develop relationships with other teams to ensure the Association improves the experience that we offer our members.
• Develop a highly engaged culture that delivers through role modelling behaviours, and inspiring and developing the teams to meet targets.
• Employee engagement – motivate teams to produce a motivated engagement to our members.

You Have

• Background leading operational teams delivering on inbound and outbound goals across multiple global call-centre sites.
• Experience working within Salesforce CRM and telephone platforms driving system and process improvements.
• Prior experience driving transformation and automation of back office processes.

How We Support You

We provide flexibility to help you achieve a good work-life balance. You'll be part of a global, diverse team who foster an environment of inclusion and belonging where you are valued for who you are and where you come from. We offer benefit options in and out of the workplace, including healthcare, pension plan, annual leave, parental leave, and an employee assistance program. We care about our employees' welfare and focus our benefits package on the benefits which support your wellbeing. We also recognise that everyone has different priorities, so in addition to our core benefits to support your health, we offer flexible options for you to choose benefits that are right for you, your family and your lifestyle. We believe in non-stop learning and are committed to investing in learning opportunities that help you reach your full potential and support your continued development.

About Us

At The Association, a Great Place to Work-Certified company, we are transforming the accounting and finance profession. We are future-focused, empowering the world's most accomplished accountants to stay relevant, meet today's demands, and prepare for tomorrow's challenges through quality education, resources, and training. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.