The Customer Engagement Excellence Manager is responsible for leading the development and delivery of comprehensive customer experience intelligence across the Equity Group ecosystem. This role transforms disparate data sources, research findings, and operational metrics into actionable intelligence that informs service excellence strategies and drives a competitive advantage. Working across multiple markets and touchpoints, the position synthesizes customer, competitive, and operational intelligence to provide forward-looking insights that enable the organization to anticipate trends, respond to emerging opportunities, and continuously enhance service delivery and customer experiences.
Roles and Responsibilities
Engagement Excellence Strategy & Lifecycle Management
- Develop and implement comprehensive customer engagement strategies aligned with service excellence goals.
- Design customer lifecycle management strategies from acquisition to advocacy with stage-specific engagement approaches.
- Create engagement frameworks that define standards for interactions across all touchpoints.
- Develop engagement models that build emotional connections and strengthen customer relationships.
- Establish lifecycle-specific engagement metrics and success criteria.
- Lead initiatives to optimize customer experiences at critical lifecycle moments.
- Design early warning systems to identify customers at risk of disengagement.
Quality Standards, Measurement & Monitoring
- Establish quality standards for customer engagement across all touchpoints and lifecycle stages.
- Develop comprehensive measurement frameworks and monitoring systems for engagement quality.
- Implement quality scorecards, dashboards, and audit processes to track performance against standards.
- Monitor adherence to engagement standards across markets and channels.
- Conduct regular quality reviews and provide performance feedback.
- Drive root cause analysis of engagement gaps and develop corrective actions.
- Benchmark engagement practices against industry standards and implement continuous improvement programs.
Omnichannel Engagement & Relationship Building
- Lead initiatives to optimize customer engagement across physical and digital channels.
- Ensure consistent engagement standards across branch, contact center, digital, and partner touchpoints.
- Design engagement protocols that recognize customers across all interaction points.
- Create frameworks for relationship-based engagement rather than transactional interactions.
- Develop strategies to increase engagement frequency, quality, and transition customers to active engagement.
- Partner with relationship management teams to enhance high-value customer engagement.
- Implement frameworks for measuring relationship depth and emotional connection.
Cross-Functional Collaboration & Performance Optimization
- Partner with Service Excellence, Marketing, Digital, and Contact Centre teams to align engagement initiatives.
- Collaborate with CX Insights teams to incorporate customer feedback into engagement strategies.
- Work with Relationship Management teams to enhance personalized engagement for key customers.
- Support country teams in implementing engagement standards while respecting local contexts.
- Monitor engagement performance metrics and analyze data to identify improvement opportunities.
- Create dashboards tracking engagement performance across the Group.
- Report on engagement quality trends and recommend strategic interventions.
Capability Building and Best Practice Sharing
- Develop training programs and coaching frameworks to build engagement excellence capabilities.
- Facilitate sharing of engagement best practices across markets.
- Design recognition programs that celebrate engagement excellence.
- Build engagement literacy and skills across customer-facing teams.
- Develop resources and tools to support engagement excellence.
- Lead communities of practice for continuous learning and improvement.
Required Skills and Qualifications
Academic:
- Bachelor's degree in Business Administration, Marketing, Customer Experience, or related field.
- Master's degree or professional certifications in Customer Experience or Marketing (advantageous).
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