Customer Engagement Manager

Exciting times are heading our way! If you have experience in call/contact centre management and a passion for making a difference, this role is perfect for you!

As our Customer Engagement Manager, you will spearhead the development and execution of innovative strategies and outbound calling activities. Your mission? To elevate the professional status of sport and physical activity professionals, drive income generation, enhance customer engagement, and ensure reaccreditation.

In this highly accountable role where there is an essential need for an individual that is highly motivated to achieve set income, engagement and reaccreditation targets which are integral to CIMSPA’s strategic objectives.

The role includes managing a team of Customer Engagement Co-ordinators dedicated to providing personalised customer support, engagement and advice with the aim of helping customers to increase their professional status through signposting to appropriate professional development opportunities, and to advancing their career.  The Customer Engagement Manager will be expected to manage the team against targets as well as schedule and real-time adherence, shrinkage periods and ACW (after call work) ratios. They will work closely with the Accreditation Team to provide a seamless customer journey. The role will also require working closely with the Marketing and Communications Team to develop engagement messaging for each stage of the customer journey.

Key tasks include but are not limited to:

Outbound Calling

• Develop and lead the team in delivering an outbound calling strategy to engage customers, support their professional development, and encourage them to increase their professional status.
• Develop scripts, call strategies, and training materials for the team. 
• Monitor and analyse the effectiveness of outbound calling activity and make necessary adjustments to improve efficiency using CCR, capacity planning, CPE, CLV, ACW and real-time and schedule adherence. 

Account Management

• Work with the Associate Director of Business Engagement to devise income targets and effectively manage the team against these and other core metrics. 
• Develop and implement effective lead progression and account management processes within Dynamics to ensure the delivery of targets.  

Leadership

• Develop and implement a comprehensive engagement strategy and implementation plan aligned with CIMSPA's goals in relation to reaccreditation, increased professional status of customers, engagement with customers, income generation and customer satisfaction. 
• Implement team and individual KPIs for customer engagement and reaccreditation. 

Team Management

• Lead and manage the Customer Engagement Team (account managers), including all aspects of professional development, performance management, recruitment and work planning. 
• Monitor individual and team performance against targets and intervene to ensure targets are met. 
• Develop and maintain an effective team culture. 

 Customer Engagement

• Oversee the planning and execution of targeted events, webinars, and other customer engagement activities to support the achievement of targets. 
• Develop and maintain strong relationships with customers, understanding their needs and ensuring their satisfaction. 
• Design and implement feedback processes and mechanisms to gather customer input and address concerns promptly. 

 Communication and Content

• Collaborate with the Marketing and Communications team to create engaging and informative content for customers which support reaccreditation and upgrading of professional status. 
• Create targeted messaging to support the advancement of professional statuses. 
• Implement effective processes to manage in-bound calls, email and web enquiries plus develop other communications channels such as WhatsApp and web chat functionality. 

 Data and Analytics

• Track and analyse activity, engagement, retention and upgrade data, to inform team performance and wider strategy. 
• Develop and manage CCR (call centre reporting).
• Prepare and present regular reports on customer engagement, upgrading and reaccreditation activity against KPIs to SMT (Senior Management Team) and SLT (Senior Leadership Team). 

 For more information on this role, please click here for the full job description.

Salary: £36,138 - £37,956 per annum

Closing date for applications: Monday 28th April 2025 at 5pm
Interviews will be held: Tuesday 6th May 2025