Strategic Customer Experience Manager
2 weeks ago
Customer Engagement Specialist
\As a forward-thinking business partner, you will play a key role in driving exceptional customer experiences and delivering impactful brand activations across various sectors.
\You will work closely with clients and their agency partners to manage projects from concept through to delivery, ensuring timely execution, quality standards, and client satisfaction.
\This is a dynamic role that blends project management, client service, and stakeholder engagement. You will be supported by a collaborative team and have the opportunity to develop your expertise in strategic sourcing, vendor management, and relationship building.
\Key Responsibilities:
\- \
- Project & Client Management: Oversee end-to-end promotional merchandise projects, managing timelines, budgets, and quality standards to ensure seamless execution and client delight.\
- Act as a primary point of contact for clients, creative agencies, and suppliers, facilitating clear communication and alignment at every stage.\
- Coordinate internal and external stakeholders to keep projects on track and aligned with client expectations, ensuring effective collaboration and issue resolution.\
- Provide exceptional customer service, proactively addressing concerns and maintaining strong relationships with clients.\
- Support the development of client strategies that drive sales and brand impact, leveraging market insights and competitor analysis.\
- Assist in preparing client presentations and proposals that showcase innovative solutions and value-adds.\
- Contribute to identifying new product opportunities and ways to enhance existing offerings, fostering a culture of innovation and growth.\
- Monitor market trends and competitor activity to inform client recommendations and internal planning, staying ahead of industry developments.\
- Demonstrate strong financial acumen by accurately managing client budgets, ensuring all projects are delivered within scope while maintaining profitability and value.\
- Collaborate with sourcing teams to ensure competitive pricing and high-quality production, streamlining workflows and best practices.\
- Help manage supplier relationships, ensuring timely delivery and adherence to specifications, driving operational excellence.\
- Ensure accurate documentation and tracking of all project milestones, approvals, and changes to maintain transparency and accountability throughout the project lifecycle.\
- Support continuous improvement by identifying process inefficiencies and contributing to the development of streamlined workflows and best practices, fostering a culture of excellence.\
- What You'll Bring:\
- \
- Experience in account coordination, project management, or junior account management, ideally with FMCG brands, with knowledge of promotional merchandise being an advantage.\
- Strong organisational skills and the ability to manage multiple projects simultaneously, prioritising tasks and deadlines effectively.\
- Excellent communication and relationship-building skills, with the ability to build strong partnerships with clients, colleagues, and suppliers.\
- A proactive mindset with a willingness to learn, grow, and challenge the status quo, embracing change and innovation.\
- Familiarity with sourcing, production timelines, and vendor management is beneficial, but not essential.\
- A team player who thrives in a fast-paced, collaborative environment, with a focus on delivering exceptional results and exceeding client expectations.\
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