Activation & Engagement Manager in Manchester

Salary: Salary up to £35,000 • Location: ManchesterActivation & Engagement ManagerSalary up to £35,000LocationManchesterPurposeAs an Activation & Engagement Onboarding Manager, you will be responsible for designing, implementing, and managing onboarding programs to ensure seamless integration of new customers, products, or services.Your primary goal will be to drive customer activation, engagement, and retention through effective onboarding strategies.Supporting team members in delivering high standard onboards to newly engaged clients as well as our established clients. Working with and managing multiple teams within Activation & Engagement ensuring smooth transition through the client journey.*Reports to *Head of ServiceHours of workMonday – Friday – 9am – 5:30pmDay-to-day responsibilities include but are not limited to the below:Manage multiple teams from Activation to Engagement to ensure a smooth transition during the client journeyDevelop and guide the Activation Team to deliver minimum 80% activated clients.Deliver a “best in class” service to all new and existing clients, producing work to an excellent quality and ensuring 100% task completion.Develop and execute comprehensive onboarding strategies to drive customer activation and engagementCollaborate with cross-functional teams to design and implement onboarding programsCreate engaging content, including email campaigns, tutorials, and guides to support onboardingAnalyse customer feedback and data to identify areas for improvement and optimize onboarding processesManage and track key performance indicators (KPIs) to measure onboarding success within your team.Provide exceptional customer support and address customer concerns in a timely and professional mannerLook at overall client cancelations and look at YOY reduction, with suggesting ways to improve.Improve client base logging in YOY, supporting with implementation of account manager models to support the client adoption and continuous engagement.Conduct monthly/Bi-annual team 1-1 and appraisals, and be able to give constructive feedback, and help coach team members in line with company development.Manage and track client journey and suggest and implement change to support adoption of the product and software.Be able to look at and report on daily / weekly / monthly KPI’s and look at where improvement can be made team and department wide, In order to support the company yearly objectives.Required skills and experienceStrong understanding of customer onboarding principles and best practicesExcellent communication, project management, and analytical skillsAbility to work in a fast-paced environment and prioritize multiple tasksTeam management of 2 yearsProficiency in CRM software and data analysis toolsBrightHR BenefitsEnhanced holidays – 25 days increasing to 27 after 2 years’ service and 28 after 5 years’ service (22 Days for Field Sales)Private health care cover after 5 years’ serviceNew business referral schemeAccess to Health ShieldAccess to the EAP serviceRefer a friend schemePaid birthday leavePension scheme contribution increasing to 5% after 5 years’ service and again to 7% after 7 years’ serviceGroup life insuranceEye care contributionFree fruit (office-based staff)Travel Season Ticket loan schemeMilestone recognitionDiscounted products – Manchester City centre parking (AO Arena) / First Bus Travel Club Membership / Microsoft Home User programme / Anglian Home ImprovementsPace health Club (situated in the park Inn) discounted gym membership and spa treatmentsPark Inn 20% food and drink discountNew Century 20% food and drink discountRevolution De Cuba 20% food and drink discountCycle 2 Work scheme* after probationary periodOn site GymBright Exchange perksValues & BehavioursLiving the company values of We care, We take action, we innovate, we inform, and we do the right thingWe lead by example and recognise those living our valuesWe drive the narrative by inspiring and engaging our teamWe collaborate with rigor and embrace diversity of thoughtWe deliver with a united voiceWe take ownership by staying close to team performance by Super Coaching and Walking the WalkWe keep our approach simple and stick to the playbook to deliver on promiseWe think critically and commercially, assess the situation before jumping to the solutionWe are BrightHR; the only software powered by HR, health & safety, and legal experts. Everything you need to simply manage your staff, all in one place, PLUS free tools to set your business apart.We are on a mission to transform people management for businesses. We’ve been making life easier for employers since 2015 with our range of innovative software, are providing HR, H&S, and business support to over 95,000 businesses globally.We are a people business. The market moves quickly and so do we. We put the customer first, working hard and always looking ahead, purposefully innovating to ensure peace of mind.BrightHR is an Equal Opportunity and Disability Confident Employer, committed to diversity and inclusion without regard to protected characteristics #J-18808-Ljbffr