JOBS

● Conceptualise and implement customer engagement strategies to improve customer satisfaction and loyalty.

● To help design and deliver the membership engagement strategy specifically.

● Develop a deep understanding of our customers/members, their requirements, demands and concerns.

● Own the relationship with customers spanning onboarding, continuous engagement, product benefits’ dissemination and advocacy.

● Develop member and customer engagement campaigns in conjunction with the marketing team. 

● Help implement a roadmap of the customer journey for various customer segments.

● Help in customer profiling based on their areas of interest and engagement.

● Keep ahead of industry’s developments and apply best practices to areas of improvement.

● Incorporate listening points at appropriate places in the customer life-cycle to help improve the overall customer experience. Manage customer feedback and use it to continuously improve customer experience.

● To ensure first class engagement to maximise the probability of members renewing.

● Work with the team to pinpoint lapsed or disengaged members and develop and define a plan to re-engage them.

● In partnership with the membership engagement team in the UK own the design and roll-out of new features and functionality that add value to our membership, monitoring how these enhancements change our member’s behavior over time.

● To work in collaboration with teams across to develop new ways of adding value to the membership and customer base.

● To provide an excellent customer experience across all levels of engagement.

● To introduce and use new tools and media for customer engagement.

● Participate and provide regional perspectives on the KYC project and play an active role during its roll-out.

● Maintain existing customer-success metrics and data as directed.

● To undertake any other duties and projects at the request of the line manager.