Customer Engagement Manager

3 days ago

Darlinghurst, Australia SmartOSC Company Full time

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;
- Ensure timely completion of all assigned tasks;
- Foster a collaborative working environment, facilitating communication and teamwork among all parties;
- Manage resource allocation & utilisation 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;
- Implement improvements based on data-driven insights;
- Maintain comprehensive project documentation, including project plans, meeting minutes, and status reports;
- 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;
- 5+ years of experience in digital project management, with a focus on Marketing (content, site merchandising, product launching), 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;
- Willingness to work flexible hours to meet project deadlines and accommodate client needs;
- Ability to travel domestically and internationally as needed for client meetings and on-site project management.

**Benefits at SmartOSC,**
- Attractive salary package
- Performance review twice a year
- International business trips
- Flexible hybrid working model

**About SmartOSC**:
Established in 2006, SmartOSC is a premium, full-service Digital/e-commerce agency. The company's portfolio includes more than 500 clients worldwide, including many premium brands: ASUS, Nestle, SpaceX, PayPal, LGE, Johnson & Johnson, Unilever, Smartbox, Mitre10, Toshiba, RICOH, and more.

As of November 2023, SmartOSC acquired a global presence with almost 1200 employees and offices in Vietnam, Australia, Thailand, Singapore, Japan, Korea, Indonesia, the UK, and the US.

SmartOSC offers a wide range of services including consulting, UI/UX design, development, and managed services. The company's technical and business expertise is built around selected platforms including but not limited to Adobe Commerce (Magento), BigCommerce, Sitecore, Shopify Plus, Magnolia, Liferay, Kentico, Optimizely, and Salesforce Commerce Cloud.

Pay: $120,000.00 - $140,000.00 per year

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