Position: Customer Engagement Manager
Location: Sydney
We are looking for a Customer Engagement Specialist to join our team and work directly with a global leader in the footwear & apparel industry. In this role, you will be responsible for driving customer value, fostering loyalty, and improving customer retention. You will collaborate closely with a delivery team based in Vietnam to ensure seamless service and customer satisfaction.
This role is perfect for someone who thrives on engaging with and supporting customers, understanding what drives their business success, and using these insights to enhance service delivery. You'll provide strong thought leadership, helping both customers and team members achieve their goals. It's a unique opportunity to implement solutions that drive meaningful change for our customers' businesses.
As part of your onboarding, you will spend 2-3 weeks at our headquarters in Hanoi, preparing for this exciting journey with our client.
Responsibilities:
Act as the primary point of contact between the client and the project team
Schedule and facilitate operational meetings
Collect tasks, monitor and oversee daily operations, ensuring tasks are allocated efficiently, tracking progress, and quality standards are met
Foster a collaborative working environment, facilitating communication and teamwork among all parties
Manage resource allocation & utilization in line with the budget
Monitor project milestones and deadlines to meet project goals
Swift issue resolution and escalation management
Clearly define project scope, deliverables, and expectations with the client from the outset
Measure key success metrics, track performance, and report progress to both the client team and the project operations team
Prepare and distribute reports to stakeholders, highlighting achievements, risks, and any issues needing attention
Identify potential project risks and develop mitigation strategies
Address and resolve any issues that arise during the project, escalating to higher management if necessary
Act as an additional resource during peak demand seasons, ensuring that the team can handle increased workloads without compromising on quality or deadlines
Qualification and Experience:
Bachelor's degree in Project Management, Business Administration, Operations Management, or a related field. A Master's degree or relevant certification is a plus
4+ years of experience in digital project management, with a focus on Marketing, operational management and client-facing roles
Proven experience in managing cross-functional teams and coordinating between multiple stakeholders in a project-oriented environment
Experience in risk management, issue resolution, and escalation management within a project setting
Strong leadership skills with the ability to foster a collaborative environment. Excellent communication and interpersonal skills to act as the primary liaison between clients and the project team
Strong problem-solving skills with the ability to anticipate potential issues and develop effective mitigation strategies
Ability to travel domestically and internationally as needed for client meetings and on-site project management
Benefits:
Attractive salary package: AUD 100,000 - 120,000 per annum
Built high-level, and valuable connections
Support by experienced Principal Consultant & Delivery Manager
Performance review twice a year
Hybrid working, international business trips
Annual Leave, Superannuation
Maternity leave
Professional development assistance
Travel reimbursement
Work from home
Job Type: Full-time
Pay: $100,000.00 – $120,000.00 per year
Schedule:
8 hour shift
Work Location: In person
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