Customer Engagement Manager

**Position**:Customer Engagement Manager**

**Location**:Sydney**

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.

For additional information about SmartOSC, please visit:
**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 & utilization 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**:

- Attractive salary package: AUD 110,000 - 130,000 per annum + performance bonus
- Built high-level, and valuable connections
- Support by experienced Principal Consultant & Delivery Manager
- Performance review twice a year
- Annual Leave, Superannuation

Pay: $110,000.00 - $130,000.00 per year

**Benefits**:

- Maternity leave
- Professional development assistance
- Travel reimbursement

Schedule:

- 8 hour shift

Supplementary Pay:

- Performance bonus

Work Location: In person