At a Glance
- Tasks: Shape customer loyalty strategies and enhance client engagement at GC Partners.
- Company: Join a global leader in client engagement with a focus on innovation.
- Benefits: Enjoy 25 days holiday, health insurance, and a supportive work environment.
- Other info: Collaborative culture with opportunities for career advancement.
- Why this job: Make a real impact on customer experiences and drive business growth.
- Qualifications: 3+ years in customer loyalty or account management with strong analytical skills.
The predicted salary is between 36000 - 60000 £ per year.
The Client Engagement Strategist plays a critical role in enhancing client loyalty and improving retention rates at GC Partners. This role is responsible for shaping the customer loyalty strategy, implementing initiatives to increase client longevity, and ensuring that customers receive exceptional service post-sale. In addition, the role will provide insight and analysis for Consumer Duty, ensuring customer outcomes are assessed and optimised, aligning with regulatory expectations. The successful candidate will work cross-functionally with business development, marketing, and operations teams to enhance the client experience, leveraging data insights to drive continuous improvements.
Key Responsibilities
- Customer Retention & Loyalty Strategy: Develop and implement a customer loyalty strategy with a strong focus on long-term client engagement and retention. Analyse customer behaviour and provide insight to shape business strategies, ensuring a customer-first approach. Work with key stakeholders to assess customer outcomes in line with Consumer Duty requirements, ensuring fair treatment and positive experiences. Implement processes to encourage dormant clients back to GC Partners, particularly through insights into Customer Lifetime Value (CLV). Create and develop an aftersales process that strategically targets private clients to increase repeat business, preferably via digital channels. Provide insights on customer needs and trends to shape ongoing product and service development. Analyse customer journey and data to identify areas for improvement.
- Consumer Duty & Customer Insights: Monitor and assess customer feedback to ensure fair customer outcomes, identifying areas for improvement and sharing recommendations with leadership. Provide data-driven insights to senior management to support regulatory compliance and business growth. Work with internal teams to implement quality improvements based on data analysis, ensuring customers receive the best possible service.
- Customer Engagement & Communications: Manage and oversee GC Partners’ Trustpilot account, responding to customer reviews and improving engagement. Oversee web chat queries, ensuring responses meet Service Level Agreement (SLA) requirements while working with teams to proactively reduce common queries. Work alongside the marketing manager to support sales teams in delivering best-in-class service, aligned with GC Partners’ brand values. Develop, implement, and drive monthly customer loyalty programmes within agreed budgets. Stay attuned to the competitor and market landscape, identifying marketing opportunities.
- Performance & Reporting: Set and achieve key performance indicators (KPIs) for customer retention. Provide regular progress reports and recommendations to senior leadership. Develop and execute plans to increase conversion rates from registration to transaction, working closely with relevant departments. Identify cross‑selling opportunities and manage the implementation process to increase revenue from existing clients.
Qualification & Experience
- 3+ years’ proven experience in a customer loyalty, account management, or retention role.
- Proven track record of hitting KPIs and sales targets in a customer-facing environment.
- Experience running multiple cross-functional projects across diverse teams.
- Strong analytical skills with the ability to translate strategic vision into practical deliverables.
- Customer‑Centric Mindset: Passion for customer service, training, and experience in improving customer outcomes.
- Communication & Relationship Building: Confident communicator (written and spoken) with strong persuasive and influencing skills.
- Collaboration & Stakeholder Management: Ability to build trusting and collaborative relationships across the business and with external suppliers.
- Attention to Detail: Strong ability to analyse data, assess market trends, and implement insights effectively.
- Project & Time Management: Proven ability to manage multiple projects and initiatives simultaneously.
Benefits of working at GC Partners
- 25 days of holiday per year, plus bank holidays
- Workplace pension – employer contributions
- Complimentary Health insurance and Employee assistance programme
- A truly global business with opportunities for growth
Equal opportunities
GC Partners is an equal opportunity employer. We welcome applicants from all backgrounds and each applicant is given fair consideration throughout the recruitment process. Please be aware that due to the volume of applicants, we may not be able to respond to all applications.
Client Engagement Strategist employer: GC Partners
At GC Partners, we pride ourselves on being a rapidly progressing company where service is at the heart of everything we do. As a Partnerships Manager, you will thrive in a dynamic work culture that values employee growth and offers a range of benefits including 25 days of holiday, complimentary health insurance, and a workplace pension. With our global presence and commitment to equal opportunities, you'll have the chance to build meaningful relationships and drive impactful results in a supportive environment.
StudySmarter Expert Advice🤫
We think this is how you could land Client Engagement Strategist
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at GC Partners. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like GC Partners before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Client Engagement Strategist
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to GC Partners:Your cover letter is your chance to shine! Tell us why you want to work at GC Partners specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at GC Partners!
How to prepare for a job interview at GC Partners
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
