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For Companies At a Glance
- Tasks: Lead a team to enhance member engagement and satisfaction across global centres.
- Company: Join a Great Place to Work-Certified association transforming the finance profession.
- Benefits: Flexible work-life balance, healthcare, pension, and tailored benefits for your lifestyle.
- Why this job: Make a real impact on member experiences while developing your leadership skills.
- Qualifications: Experience in leading operational teams and driving process improvements.
- Other info: Be part of a diverse, inclusive team focused on continuous learning and growth.
The predicted salary is between 50000 - 60000 £ per year.
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 and 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.
Senior Manager - Global Engagement Strategy Support (Fixed-Term Contract) employer: American Institute of CPAs
Contact Detail:
American Institute of CPAs Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Manager - Global Engagement Strategy Support (Fixed-Term Contract)
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or through mutual connections. Ask them about their experiences and any tips they might have for landing the role. It’s all about making those connections!
✨Tip Number 2
Prepare for the interview by researching the company culture and values. Think about how your experience aligns with their mission of improving member satisfaction. We want to see you shine, so practice articulating your thoughts clearly!
✨Tip Number 3
Showcase your leadership skills during the interview. Be ready to discuss how you've motivated teams in the past and how you can inspire others to meet targets. Remember, we’re looking for someone who can create a highly engaged culture!
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds. Plus, it’s a great chance to reiterate why you’re the perfect fit!
We think you need these skills to ace Senior Manager - Global Engagement Strategy Support (Fixed-Term Contract)
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Senior Manager role. Highlight your experience in leading operational teams and driving member engagement, as this will show us you understand what we're looking for.
Showcase Your Achievements: Don’t just list your responsibilities; share specific examples of how you've improved member satisfaction or driven revenue performance in previous roles. We love seeing those 'compelling stories' that demonstrate your impact!
Be Authentic: Let your personality shine through in your application. We value a culture of inclusion and belonging, so don’t hesitate to express what makes you unique and how you can contribute to our team.
Apply Through Our Website: We encourage you to submit your application directly through our website. This ensures it gets to the right people quickly and helps us keep track of all applications efficiently. Plus, it’s super easy!
How to prepare for a job interview at American Institute of CPAs
✨Know Your Member Engagement Strategies
Before the interview, brush up on the latest trends in member engagement strategies. Be ready to discuss how you can contribute to improving member satisfaction and loyalty, as this role is all about putting the member experience at the forefront.
✨Showcase Your Leadership Skills
Since you'll be managing a team, prepare examples of how you've successfully led teams in the past. Highlight your experience in motivating staff and driving performance, especially in a global context, as this will resonate well with the interviewers.
✨Familiarise Yourself with Salesforce CRM
Given the emphasis on using Salesforce CRM, make sure you understand its functionalities and how it can drive process improvements. Be prepared to share specific instances where you've used CRM systems to enhance operational efficiency.
✨Prepare Compelling Stories
Think of compelling stories that illustrate your ability to identify opportunities for improvement and how you've acted upon them. This could include examples of how you've transformed processes or workflows to enhance member satisfaction, which is crucial for this role.