The Senior Director of Engagement plays a pivotal leadership role, tasked with shaping customer engagement strategies and guiding the creation and implementation of initiatives that prioritize customer needs. This role demands a strong expertise in customer experience, product adoption, and retention strategies. Leading a team and working across departments, the Senior Director of Engagement drives programs aimed at improving customer satisfaction, fostering loyalty, and building advocacy through effective engagement efforts.
THIS ROLE REQUIRES YOU TO:
- Coordinate the planning and launch of new SaaS Software.
- Working directly with line managers across all operation aspects engagement and onboarding.
- Formulate and execute a robust strategy for engaging customers that aligns with the company’s vision and objectives. Set clear goals and metrics for engagement, pinpoint key customer interaction points, and create strategies to enhance satisfaction, loyalty, and retention.
- Evaluate the customer journey to discover ways to boost engagement at every stage. Outline all customer interactions, touchpoints, and challenges, refining the customer experience to foster lasting success.
- Craft and implement strategic communication plans to actively engage customers and nurture long-term relationships. Define the appropriate channels and frequency, such as emails, newsletters, webinars, and other platforms. Ensure consistent, personalized messaging across all customer interactions.
- Develop and roll out customer success initiatives aimed at promoting product adoption, satisfaction, and retention. Create onboarding processes, training resources, and support tools that enable customers to fully leverage the company’s technology solutions.
- Design methods for collecting valuable customer feedback to inform product development, marketing, and the overall customer experience. Use this data to identify trends, address issues, and promote continuous improvement.
- Work closely with product management, sales, marketing, and customer support to align engagement initiatives with broader business goals. Ensure a cohesive and seamless customer experience across all touchpoints.
- Manage and guide a team of customer engagement experts. Set performance expectations, provide coaching, and cultivate a culture of innovation, collaboration, and ongoing development. Foster talent growth within the team and identify opportunities for advancement.
- Lead customer advocacy efforts to build a base of satisfied, loyal customers. Develop referral programs, case studies, testimonials, and success stories that highlight the value and impact of the company’s technology solutions.
- Define and track key performance metrics related to customer engagement and satisfaction. Analyze data and generate reports to monitor progress, recognize patterns, and provide actionable insights for senior leadership.
- Stay updated on emerging trends, technologies, and best practices in customer engagement within the sector. Continuously evaluate industry benchmarks and competitor strategies to identify areas for innovation and differentiation.
TO BE SUCCESSFUL IN THIS ROLE YOU WILL NEED:
- Bachelor’s degree in business, marketing, or a related discipline is a plus but demonstrated experience is valued over graduate degrees.
- Extensive leadership experience in customer engagement or customer success roles within the technology industry.
- In-depth knowledge of customer engagement strategies, journey mapping, and customer success initiatives.
- Proven track record of crafting and executing customer engagement strategies that enhance satisfaction, foster loyalty, and boost retention.
- Exceptional leadership and team-building skills; innate skills motivating, inspiring, mentoring, and developing high-performing teams.
- Outstanding communication and interpersonal abilities, adept at building relationships and influencing stakeholders across all organizational levels.
- Analytical and data-driven, capable of interpreting customer data, spotting trends, and making informed decisions.
- Willingness to occasionally fail while testing multiple approaches and avoid losing momentum.
- Define and track critical performance and delivery KPI.
- Strong customer-first mentality, focused on delivering exceptional customer experiences.
- Strategic thinker with excellent problem-solving skills, able to create innovative solutions for complex challenges.
- Proficient in project management and organizational skills, with the ability to handle multiple tasks and meet tight deadlines.
- Hands-on experience with customer relationship management (CRM) systems and customer engagement platforms.
