Customer Engagement and Growth Manager

6 days ago

Nelson, Lancashire, United Kingdom Daisy Communications Full time
Job Description

Role Overview

As a key member of the Daisy Communications team, you will play a vital role in driving customer retention and growth. You will be responsible for proactively managing a portfolio of customers, identifying opportunities to increase revenue and customer satisfaction.

Key Responsibilities

  • Customer Engagement: Proactively contact and manage a portfolio of customers to maintain revenue and grow their product set.
  • Product Knowledge: Develop and maintain a deep understanding of Daisy Communications' products and services to effectively upsell and cross-sell opportunities.
  • Communication and Collaboration: Communicate effectively with internal stakeholders, including Field Account Managers, to ensure seamless customer service and retention.
  • Resolution and Escalation: Establish suitable resolutions for customers and the business in a timely manner, escalating issues as necessary.
  • Opportunity Management: Identify and capitalize on opportunities to maximize growth and revenue through cross-selling and upselling.
  • Process Improvement: Identify and escalate process issues, offering suggestions for suitable resolutions to improve customer experience and business efficiency.
  • Customer Loyalty and Retention: Work in synergy with other departments to increase customer loyalty and reduce churn.
  • Key Performance Indicators: Deliver against key business objectives, business service level agreements, and individual key performance indicators.
  • Documentation and Reporting: Maintain accurate and comprehensive records of customer interactions, including relevant documents and attachments.
  • Security and Compliance: Be vigilant for potential fraudulent activity, raising security incident reports as necessary.
  • Professional Development: Stay up-to-date with industry trends, competitor activities, and technological advancements to inform sales strategies and business objectives.

Requirements

  • Industry Experience: Proven experience in a fast-paced service industry environment, with a strong understanding of customer needs and expectations.
  • Data Analysis: Ability to understand, analyze, and interpret data to inform sales strategies and business decisions.
  • Problem-Solving: Take ownership of issues, following through to conclusion and implementing effective solutions.
  • Communication and Interpersonal Skills: Excellent verbal and written communication skills, with the ability to build and maintain strong relationships with internal and external customers.
  • Professionalism and Integrity: Demonstrate a high level of professionalism, integrity, and ethics in all interactions.
  • Sales and Retention Experience: Proven experience in achieving sales targets in a telecommunications or related industry, with a focus on customer retention and growth.

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