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Sr. Customer Engagement Manager (Langhorne, PA)

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This position requires an individual that has extensive knowledge in all aspects of the customer lifecycle. The senior manager will be required to assist in the development of strategies aimed at increasing customer and will be executing programs aimed at pushing all customers down the profitability continuum from the point of sale throughout their tenure. Primary areas of focus include on boarding and engaging customers who recently purchased so that those customers do not cancel as well as sustaining high engagement throughout customer’s tenure to proactively mitigate churn. Special attention will be paid to getting customers to have a strong adoption of the LifeShield product portfolio as exhibited through portal logins, mobile application usage, arming behavior, camera penetration, and notification enrollment to name a few.
Success in increasing customer engagement will be measured by the individual’s ability to: reduce cancellation call phone (breakage and churn); increase the % of subscriber base arming their system monthly or more frequently; increase camera penetration among the subscriber base; increase the CSAT and NPS score. The ideal candidate will be highly metric oriented, driven by numbers, and can motivate teams to surpass agreed upon customer engagement goals.
Company: LifeShield Security
Location: Langhorne, PA
Industries: Home Security
Job Type: Senior manager, Customer Engagement
Career Level: Senior Manager
REQUIREMENTS
Experience: 5+ years work experience in customer engagement/experience/retention
Education: Bachelor’s Degree preferred
Computer Skills: Proficient PC skills in a Windows environment including but not limited to Microsoft Office Suite, Excel, PowerPoint and Outlook.
Travel: Some travel required, as needed (20%)

**Candidates must be able to pass a background check and drug screening.
REQUIRED SKILLS
Comfort in speaking with C-level executives
Excels in metric driven environment: demonstrated ability to collect, analyze, and present data findings
Ability to influence high level decision makers both inside and outside of the organization
Must be self-motivated with a demonstrated ability to work independently in a fast paced environment
Excellent problem-solving, budgeting, project management and analytical skills
Interpersonal skills to work successfully in a team-based environment and cross-departmental role
Displays willingness to make decisions; exhibits sound and accurate judgment.
Sets and achieves challenging goals; demonstrates persistence and overcomes obstacles.

ESSENTIAL DUTIES AND RESPONSIBILITIES
Brand Management
• Enforce brand standards and guidelines across all customer communications
• Develop integrated contact strategies across all channels (online and offline) and ensure consistent messaging and timing across all channels; work with online teams to execute integrated campaigns
• Ensure that all creative work reflects core brand values and optimizes response among target consumer segments
Campaign Testing, Management and Optimization
• Monitors, researches and analyzes the business environment. Provides data, analysis and recommendations based on key business drives such as overall industry and market trends, customer and supplier assessments, competitor analysis and partner and alliances feedback.
• Develop meaningful campaign tests to ensure continuous improvement
• Continually work to improve campaign performance and reduce costs
• Proactively initiate ideas for testing new campaign packages and concepts and work with internal and external resources to develop and execute
• Continually work to improve campaign performance and reduce costs
Customer Communications and Lifecycle Management
• Collaborate with customer communication specialist to create marketing communications to current customers that push customers down the profitability continuum including usage frequency (non user → monthly → weekly → daily) as well as mobile application and portal usage as well as enrollment in notifications.
• Collaborate with the customer communications specialist to generate a buzz in social media and online review sites that leads to free word of mouth marketing
• Focus on fostering a loyal customer base as demonstrated by: upgrade orders; positive online commentary in social media and other review sites (BBB), % of base that are daily and weekly armers, % of base enrolled in notifications as well as any other demonstrable customer behaviors shown to reduce churn and improve lifetime value
Net Promoter Score & Online Reputation Management
• Lead the customer engagement through wow customer experiences and provide evidence of those experiences through results of customer surveys (post call, online, etc), online reviews, and an overall net promoter score
• Lead the team to generate positive and influential brand equity for LifeShield in order to increase acquisition, retention and conversion of subscriber accounts.
Performance Analysis, Management and Improvement
• Collaborates and synthesizes information across different initiatives to ensure a deeper understanding of performance. Reports and makes appropriate recommendations to senior leadership.
• Pull, analyze, report and improve the performance of customer engagement metrics
• Publish daily/weekly/monthly KPI reports present reports to senior management
• Proactively make recommendations to the executive management team based on knowledge received by analyzing results
Other essential duties or responsibilities may be assigned by supervisor or management.

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