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Customer Engagement Coordinator, Loughborough
Client: CIMSPA
Location: Loughborough, United Kingdom
Job Category: Customer Service
EU work permit required: Yes
Job Reference: 2a2c60d5351d
Job Views: 6
Posted: 24.04.2025
Expiry Date: 08.06.2025
Job Description:
Join Our Team as a Customer Engagement Coordinator!
If you have a knack for outbound calling and a passion for helping professionals advance their careers, this role is perfect for you.
As a Customer Engagement Coordinator, you will be at the heart of delivering CIMSPA’s strategy. Your mission? To optimise customer lifetime value (CLV) through upselling professional status, increasing reaccreditation, and boosting engagement. You'll help sport and physical activity professionals take their careers to the next level.
The role will have set targets for the number of calls, income generation, reaccreditation, and engagement. There will be expectations for the Customer Engagement Coordinators to meet objectives for CPE (cost per experience), real-time and schedule adherence, shrinkage, and ACW (after call work).
This highly accountable role focuses on account management of customer relationships, lead management, and conversion processes, with the goal of proactively engaging customers to maximize value from CIMSPA and upgrade their professional status through an omnichannel customer journey.
The role involves providing direct support to customers and potential customers, focusing on outbound calling to engage customers in advancing their professional status and career, and managing accounts to ensure personalized support and guidance.
The Coordinators will work within CRM account management processes to upsell, enhance customer engagement and satisfaction, and convert opportunities. They will also plan, organize, and support the delivery of customer webinars (live and on-demand). Additionally, they are expected to support closed-loop action processes related to customer voice.
Key tasks include but are not limited to:
Outbound Calling
* Conduct outbound calls to support and encourage customers to increase their professional status and career advancement.
* Initiate contact with leads to convert them to upgraded professional status and maximize CLV.
* Develop and use call scripts and strategies for effective engagement.
* Track and report outcomes of outbound calls following CCR procedures.
Account Management
* Manage a portfolio of customers and leads, providing personalized support to increase engagement and meet retention, income, and recruitment targets.
* Proactively advise on career development, CPD, qualifications, and training to encourage professional growth.
* Collaborate with the Customer Engagement Manager to develop strategies for improving relationships, lead conversion, and engagement.
Customer Support
* Serve as a primary contact for customer inquiries, providing timely and accurate responses.
* Maintain accurate records of interactions in CRM.
* Respond to inbound communications via calls, emails, web inquiries, social media, WhatsApp, and chat.
Communication
* Work with Marketing and Communications to create engaging content for customer segments.
* Coordinate with the Accreditation team for onboarding and professional status advancement.
* Partner with the Partnerships team to link engagement activities with employers.
* Collaborate with the Education team to offer relevant learning opportunities.
* Represent CIMSPA at online and in-person events across the UK.
Data Management
* Follow activity schedules based on Dynamics CRM dashboards.
* Track and report customer engagement metrics.
* Use Dynamics CRM for data management and interaction tracking.
* Assist in preparing reports on customer trends and activities.
For more information, please view CIMSPA's Accreditation Coordinator job description.
The closing date for applications is Monday 28th April 2025 at 5 pm.
Interviews will be held in Loughborough on Wednesday 7th May 2025.
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