Customer Engagement Manager

Econsultancy clients come to us to build their knowledge, their teams’ capabilities, validate decisions and benchmark their activity in Digital Marketing & eCommerce. World class and fresh eLearning is key to our multi-touch approach.

We are seeking a dynamic Customer Engagement Manager to drive and enhance customer relationships and engagement across our platform. The digital marketing and eCommerce eLearning programmes and content that we provide for our clients are truly best in class. We’re proud of the difference we can make.

Role Overview

The Customer Engagement Manager will play a key role in driving customer loyalty and setting and monitoring team KPIs. The post holder will develop and implement strategies to engage users and increase subscription retention. Working closely with cross-functional teams, the post holder will leverage data insights, email marketing, social media, and automation to deliver a seamless and engaging user experience.

Detailed Responsibilities:

• Build, lead, and motivate a high-performing Customer Engagement Team, providing direction, guidance, and support.
• Foster a collaborative and inclusive work environment that encourages innovation and creativity.
• Set and track team and client KPIs such as engagement rates, churn, and customer satisfaction.
• Create account plans for each Client and ensure these are kept up to date and shared with the account management team.
• Generate reports and insights to drive continuous improvements.
• Act as pivotal point of contact for end users; to gather knowledge on user groups, promote the subscription services and identify important contacts within the customer’s team that can help to drive engagement.
• Develop and execute customer engagement strategies to improve retention and lifetime value.
• Identify growth opportunities and work with Account Management to plan ways to drive client engagement from existing subscribers, inactive subscribers and reaching out to potential new subscribers.
• Attend regular meetings with Account Managers to analyse subscription activity and account plans.
• Work with Account Managers to highlight low activity and potential ‘at risk’ accounts and collaboratively create a plan of action to independently undertake.
• Support administrative processes for our subscriber base including responding to client queries and updating user lists.
• Proactively reach out to clients to make them aware of resources that are available as part of the subscription.
• Be an expert on all subscription resources, eLearning and other content and take the opportunity to highlight recommended resources based on the client roles/function.
• Work with the content and marketing teams to collate monthly content updates to drive usage for all clients.
• Highlight any areas of content being requested, which is not currently covered, with the content team.
• Be proactive in maintaining the account activation rate and follow up directly with any pending invitations to ensure all have onboarded within a month period.
• Promote subscription events including webinars, Digital Shift and Key Subscriber Events to our members and team stakeholders to help drive event attendance.
• Be the end user advocate to ensure that there are delegates at each of these events from our largest subscription accounts.
• Confidently host in person/webinar sessions or support digital drop-in centres alongside our account management team with our end users to ensure all are fully trained on Econsultancy and any reporting tools such as Tableau.
• Complete monthly on-boarding campaigns for our top tier users to ensure that both year one accounts and any new joiners on the subscription can register for a training webinar.
• Grow account user base by contacting free registered user accounts that can be associated with an unlimited subscription and on-board them accordingly.
• Investigate and implement personalisation and automation tactics to enhance user experience.
• Build, update and maintain subscription Hub pages with relevant curated content, client branding, subscription events and product updates at scheduled dates in line with the customer account plan.
• Monitor customer feedback and behaviours to optimise touchpoints and feedback quarterly to the broader business.
• Collaborate with marketing & content teams to create compelling messaging and promotions.
• Work with external data management company to ensure reports, both internal and client Tableau access, are accurate.
• Work closely with Product, Account Managers, Content and Programme Management teams to ensure a cohesive client strategy.
• Work alongside our account management team on ad hoc key projects that will help to support activity around driving end user’s engagement. This may include reaching out to key clients over the phone, collating feedback survey data, creating bespoke presentation decks and reports, curating specific content as requested.
• Stay updated with customer engagement industry trends and best practices.

Required Skills & Experience:

• Minimum 2 years proven experience in a Customer Engagement subscription role.
• Strong understanding of CRM and automation tools e.g. SalesForce, Piano.
• Data-driven mindset with proficiency in analytics tools e.g. Google Analytics, Tableau.
• Knowledge of subscription business models and revenue growth strategies.
• Excellent communication and storytelling skills.
• Ability to work in a fast-paced, cross-functional environment.
• Competent in Microsoft Word, PowerPoint and Excel.
• Client-facing experience with high value customers.
• Confident written and verbal communication, excellent proof-reading skills.
• Organised and able to handle numerous tasks at once.
• Strong attention to detail.