The Engagement Support Lead plays a vital role in ensuring that the Executive engagement & Customer Advocacy Teams can support the CCO in maintaining effective relationships with customers, ensuring they feel valued and engaged, and ultimately leading to stronger partnerships and business growth.,
* Tracking customer engagement E2E using a central nervous system - supporting the Exec engagement and customer advocacy teams manage key actions coming out of meetings, follow-up and actions.
* Work closely with the OCCO Advocate to prepare briefing documents and map out well-structured prep calls for Customer Advocacy and Account teams.
* Support with diarising, tracking and managing of follow-ups with the OCCO and account teams to ensure CCO always has the most up to date information on engagements.
* Facilitate communication between Exec engagement & Customer Advocacy and internal teams to ensure alignment on customer priorities.
* Provide regular updates to management on advocacy initiatives and their impact on customer retention and loyalty.
* Ensure Customer Advocates effectively track and manage relationships with key accounts, by scheduling regular meetings with account teams to discuss progress and follow-ups, and any upcoming changes or initiatives.
* Work closely with Executive Events Manager on all administrative tasks associated with CCO tours, Partner & Customer events
* Partner with the Executive Events Manager & CCO EA to ensure all logistics and preparations for CCO and customer events are managed seamlessly, from venue selection to post-event follow-ups.
* Provide support with e.g., scheduling, tracking of deadlines/submission dates of key media and analyst engagements
* Provide light assistant support to the Senior leaders for Executive Engagement & Customer Advocacy.
* Maintain comprehensive records of all customer engagements, ensuring engage is kept up to date.
To be successful in this role you have:
* Strong project management & strong facilitation skills
* Excellent understanding of customer engagement administration.
* Excellent verbal and written communication skills & teamwork skills.
* Passionate about customer experience with a focus on delivering excellent service
* Analytical and problem-solving abilities to quickly address issues and improve processes
* Resourceful, self-motivated and able to independently prioritize shifting workloads in a high growth, ever changing environment
* Ability to work in a matrix organization structure
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