Full-time Permanent Associate
Description
RolePurpose
The Customer Engagement Specialist will play a pivotal role in accelerating customer growth, strengthening retention, and shaping how we engage with medium and large business customers. This is an entrepreneurial, KPI-driven role that requires initiative, creativity, and the confidence to influence the sales and Key Account management teams.
As we expand and evolve our customer management strategy, this role offers genuine progression opportunities and the chance to help define what best-in-class customer engagement looks like for our organisation.
Key Responsibilities
- Promote and support positive customer growth across medium and large customers while supporting new customer acquisition through targeted engagement initiatives.
- Work proactively with the sales and KAM workforce to align efforts, strengthen communication, and ensure a unified customer experience across the entire customer journey.
- Analyse customer performance data, growth trends, and engagement activity to identify opportunities, risks, and clear actions.
Entrepreneurial Ownership of Customer Programs
- Design, implement, and continuously improve customer reward, retention, and loyalty programs.
- Increase the use and effectiveness of customer data across all touchpoints, ensuring insights are embedded into commercial decision-making.
- Lead communication and roll-out of all customer initiatives, ensuring the field teams are equipped, informed, and motivated to execute.
Sales Territory & CRM Effectiveness
- Ensure vacant sales territories receive proactive communication and consistent customer contact.
- Strengthen CRM usage across the sales organisation by improving data quality, process adherence, and practical value for end-users.
- Support sales operations with territory optimisation, including data cleansing and opportunity mapping.
Customer Insights & Continuous Improvement
- Conduct customer satisfaction surveys across all customer clusters in line with ISO requirements, transforming findings into actionable recommendations.
- Analyse new, at-risk, and strategically important customers to recommend targeted interventions and safeguard business continuity.
- Develop rules and follow-up structures to ensure actions are approved, implemented, and monitored.
- Identify new potential customers and create tailored campaign strategies, including channel selection, messaging, qualification processes, and sales‑force enablement.
- Work with teams to ensure every campaign is executed with clarity, purpose, and measurable outcomes.
Reporting & Recommendations
- Provide clear, data-backed updates to the Head of Customer Operations, including progress against KPIs, program outcomes, and further recommendations to strengthen customer growth and loyalty.
Required Skills & Qualities
- Strong leadership presence with the confidence to influence commercial teams
- Demonstrated project management ability
- High level of initiative and entrepreneurial thinking
- Strong analytical and problem‑solving capabilities
- Exceptional communication and customer-management skills
- Sales and/or marketing background preferred
- Highly organised, detail-driven, and comfortable presenting to senior stakeholders
What We Offer
- 23 days holiday (raising up to 28 with Length of Service)
- Pension in line with auto‑enrolment
- Health Care plan – money towards your dental, optical and treatment therapies!
- Employee Assistance Programme
- Staff discount on all Wurth products
Why This Role Matters
This is a critical role in a pivotal moment for the business. We are building the future of our customer engagement and retention ecosystem, and the Customer Engagement Specialist will stand at the centre of that transformation.
You will not simply manage tasks—you will shape strategy, improve how we work, and unlock new commercial value. This is a unique opportunity to make a mark, grow with the organisation, and influence what the next chapter of customer excellence looks like.
