Sr. Customer Engagement Manager - Perth
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Job Summary
The Sr. Customer Engagement Manager (CEM) role is responsible for creating and implementing strategies to foster relationships with identified customer groups. Acting as a primary point of contact for the business, the Sr. Customer Engagement Manager creates and executes tailored engagement strategies aimed at achieving business objectives, ensuring customer retention, and driving mutual growth.
Essential Responsibilities And Accountabilities
- The principle and first point of contact for key customers, ensuring all customer inquiries and needs are met through timely response and strategic decision making.
- Build value added relationships with senior level customers and decision makers to facilitate a knowledge driven relationship and ensure Arch LMI’s products and services meet their needs.
- Develop and demonstrate insight and intimate knowledge of customers, allowing the CEM to expertly handle complex customer issues through effective problem solving, negotiation, and driving of the resolution.
- Tailor strategies, based on the knowledge of each individual customer, to improve customer’s business in the areas of operational efficiency, training, risk management.
- Develop, implement, analyze, and maintain customer account metrics and goals aimed at driving customer satisfaction and revenue growth.
- Assist in the articulation, and responsibility for the delivery, of our company value proposition to build deeper relationships with impact.
- Represent the voice of the customer in internal strategic planning forums, ensuring customer needs are embedded in business strategy.
- Identify and deliver key cross-functional initiatives across the organisation to ensure alignment.
- Lead customer workshops and other strategic reviews as required.
- Owns account information to facilitate tracking of initiatives, identifying objectives, and creating strategies to further enhance our relationship with customers.
- Keeps abreast of market trends and current developments in lenders mortgage insurance and mortgage lending sector.
- Keep abreast of competitors and understand how changing market trends may impact customers, their strategies, and develop necessary account strategy modifications.
- Develop insights from market sources and incorporate within account plan.
- Understand and actively manage interdependencies within the organisation and with customers to ensure the delivery of service to the prescribed standard.
- The preparation and delivery of various progress reports including status of initiatives and their integrity to senior stakeholders in the business.
- First point of escalation of any operational matters that impact risk, value, or customer satisfaction to ensure they are resolved in a timely matter.
- Provide guidance to junior engagement managers as required.
Knowledge & Skills
- Deep knowledge of Australian LMI industry, banking, or insurance.
- Solid understanding of business models, methods, and best practices. Effective at handling objections.
- Expertise in customer service orientation with the ability to develop and build long-term customer satisfaction and loyalty. Ability to effectively manage multiple business contacts and their issues.
- Strong knowledge of LMI products and services.
- Strong written and oral communications.
- Comfortable with complexity and ambiguity.
- Experience in relevant software e.g. CRM.
- Strong analytical skills.
Education & Experience
- Required knowledge and skills would typically be acquired through a Bachelors degree (Business, Finance or related) and 7-10 years experience in Financial Services or related fields.
- Previous client and relationship management experience essential.
Working Conditions / Environment & Physical Demands
- Perth based.
- Standard office setting – The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations will be made to enable qualified individuals with disabilities to perform the essential functions of the job.
- Attendance / Punctuality – consistently at work and on time. Willing to periodically work hours to accommodate other time zones. Ensures work responsibilities are covered when absent.
- Hybrid work schedule. In‑office days to be confirmed.
Disclaimer
Incumbent may be asked to perform other duties as required.
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