Social Media Customer Engagement Executive in Horsham

The Customer Engagement Executive (Social Media) will be the link between digital communication and real customer interaction, with a wonderful sales & marketing mix.

My client is a European based company within the manufacturing retail industry, known for its innovative approach to delivering high-quality products and services. The company is committed to maintaining a strong online presence and fostering meaningful connections with its customer base. This role is office-based in Horsham.

As Customer Engagement Executive, you are the link between digital communication and real customer contact. You actively engage customers throughout their journey, from first interaction to follow-up and aftercare. You make sure that marketing efforts don’t stop at visibility, but lead to real conversations and engagement.

You combine digital tools such as social media, CRM, e-commerce and marketing communication with direct customer contact via email, phone and video call. You work closely with Marketing, Sales and Order Administration and play an active role in improving how we attract, engage and convert customers.

• Customer contact and commercial follow-up
• You actively follow up digital leads and ensure no opportunity is left untouched.
• You take initiative to contact customers and feel comfortable starting conversations by phone.
• You ask the right questions, understand customer needs and guide them towards the right solution.
• You follow up after campaigns, downloads and webshop activity and turn that into real interaction.
• You recognize opportunities.
• You bring commercial awareness and know how to move conversations forward.

• Marketing, CRM and digital interaction
• You work with CRM systems and digital tools to manage and structure customer interactions.
• You support email campaigns and communication flows by contributing content, feedback and ideas.
• You help improve webshop pages, product content and customer journeys.
• You actively look at how customers respond to campaigns and adjust your follow-up accordingly.
• You translate customer conversations into insights for marketing and development.
• You collaborate with marketing on content and communication that resonates with different customer segments.
• You actively contribute ideas and improvements based on real customer input.

• Content and customer communication
• You help shape segment-focused communication for professional target groups.
• You contribute to content for email, social media, website and campaigns.
• You turn customer questions and conversations into concrete communication opportunities.
• You understand how messaging influences customer behaviour and engagement.

• Reporting and improvement
• You follow up on your activities and understand the impact of your actions.
• You monitor the effect of campaigns and your follow-up on engagement and conversion.
• You help translate insights into concrete improvement actions together with marketing and your team lead.

A successful Social Media Customer Engagement Executive should have:

• You combine digital skills with a natural ability to connect with people.
• You enjoy interacting with customers and take initiative in reaching out to them.
• You are comfortable with starting conversations.
• You have a commercial mindset and like moving things forward.
• You communicate clearly and confidently, both written and verbal.
• You are strong in both content and customer communication.
• You are structured in your follow-up and keep overview.
• You are curious, proactive and not afraid to take ownership.
• You are comfortable working with CRM systems and digital tools.
• A Bachelor's degree or equivalent experience in marketing, communication, or other relevant field.

If you are passionate about social media and customer engagement and are looking to further your career in Horsham, apply today to join this exciting opportunity.