Engagement Manager

About the CCMA

For 30 years, the CCMA has been at the forefront of uniting contact centre leaders across the UK, fostering the sharing of best practice and experiences to drive business success. Our mission is to change society’s perception of the contact centre industry and support its continuous growth. As our community expands, we are seeking to strengthen our team to ensure ongoing support for contact centre leaders nationwide.

This high-energy role is perfect for a dynamic individual who thrives on building relationships and supporting others to maximise their potential. As an Engagement Manager you will be a key point of contact for our members, holding regular engagement meetings, both virtually and face to face with contact centre leaders and their teams. Your primary responsibility is to help members make the most of our wide range of membership benefits, ensuring they feel valued and supported.

Key Responsibilities

• Work from home in a flexible environment, supported by a fantastic and collaborative team.
• Working alongside our Engagement Manager to build strong, effective relationships with members through regular engagement with contact centre managers and leaders.
• Attend and network at third-party events to actively promote the CCMA and expand our reach within the industry.
• Identifying new members using tools such as LinkedIn.
• Assist members in leveraging their benefits, including discounted training, access to the CCMA Benchmark, and free entry into the UK National Contact Centre Awards.
• Drive membership growth by supporting renewals and onboarding new members.
• Identify key contacts for roundtables, Focus Groups, networking dinners, and speaking opportunities.
• Support the delivery and execution of member events, such as CCMA Circles and Member Drop-Ins.
• Maintain accurate and up-to-date member data, including contacts, email addresses, account information, and membership details within the CRM.
• Listen to current management and operational challenges within contact centres and relay insights to inform CCMA’s content and event planning.
• Handle general enquiries regarding membership received via email or phone.
• Responsible for membership performance.

Skills & Experience Required

• At least 3 years’ experience within the contact centre industry, working as a Team Leader or above.
• Proven experience in Sales or Account Management.
• Commercial awareness.
• Excellent communication skills, confident in face-to-face settings, over the phone, and via email.
• Exceptional relationship-building and interpersonal skills.
• Fluency in both written and spoken English is essential.
• Meticulous attention to detail, delivering accurate and high-quality outputs.
• Flexible and resilient, with superb organisational skills and the ability to manage competing priorities.
• Energetic, proactive, and reactive team player with a “can-do” attitude.
• Proficient in Microsoft Office 365, CRM applications, and IT literate.
• Strong time-management skills, with the ability to prioritise and meet deadlines.
• A passion for mindset, behavioural, and capability development.
• Willingness and flexibility to travel regulary within the UK as required.

About You

As an Engagement Manager you are looking for the next step in your contact centre career and eager to share your passion and expertise with others. With a background in contact centre operations, you understand the challenges and opportunities within the industry. You will complement your experienced engagement team, all of whom have developed their careers within contact centres in various roles. If you are enthusiastic about making a positive impact and helping to shape the future of the industry, we would love to hear from you.