Role Summary for Customer Engagement Manager

Core Principles of the Role:

• Lead a customer engagement and key account team to deliver exceptional customer experience.

• Promote great customer interactions and ensure all customer queries and complaints are handled effectively and empathetically.

• Improve operational efficiency within our own processes and encourage efficient ordering behaviours from customers.

• Drive value sales through strategic initiatives and targeted campaigns, contributing directly to our growth objectives.

Customer Service Leadership:

• Oversees the Customer Service team to ensure high levels of customer satisfaction.

• Responsible for managing customer experience, including handling queries, complaints, and resolutions with efficiency, care, and accuracy.

• Ensures committed sales volumes are achieved by facilitating smooth and effective order processing.

• Aims to optimise fleet and business operations by encouraging positive ordering behaviours from customers and reducing Left on Board

Strategic Sales Initiatives:

• Drives targeted sales campaigns to support strategic business objectives, including increased customer engagement and operational efficiency.

• Actively collaborates with teams to design and execute campaigns that maximise value for both the company and the customer.

Key Account Management (KAM):

• Manages the Key Account team, focusing on establishing and nurturing value-driven partnerships with high-priority customers.

• Works on improving operational practices with key accounts, securing additional volume, and fostering account growth.

• Aims to promote core strategic products like HVO within target accounts, positioning them for sustained business development.

Current Scope of Management:

The role currently involves leading a combined Customer Service and Key Account team, comprising 9 team members in total.

Overall Justification

Given the role’s core principles of leading customer engagement, enhancing operational efficiency, and driving value sales, an increase in salary may be necessary to secure a candidate who aligns with these strategic demands. The role’s impact on customer satisfaction, operational improvements, and sales growth directly supports our FY 25 objectives.