Customer Engagement Manager

Do you want to join a pioneering Fintech group at the vanguard of revolutionizing payment practices?
Are you the Customer Engagement Manager everybody wants to have in their team?

As a Customer Engagement Coordinator, your pivotal role will involve providing essential support to the customer success team.
You will be responsible for efficiently managing operational tasks, enhancing customer engagement processes, and ensuring the seamless and successful delivery of our services to our valued clients.

Responsibilities

  • Oversee and optimise day-to-day operational processes to ensure efficiency and effectiveness.
  • Develop and implement operational policies and procedures.
  • Coordinate with various teams to streamline operations and facilitate smooth workflows.
  • Maintain and update customer databases in Salesforce and internal systems, ensuring accuracy, privacy, and compliance with regulations.
  • Analyse customer data to identify trends, opportunities for engagement, and areas for improvement.
  • Assist in segmenting customer base for targeted communications and personalised experiences.
  • Regularly review and assess customer service processes.
  • Propose and implement innovative solutions to enhance customer satisfaction and team productivity.
  • Collaborate with cross-functional teams to align customer success strategies with company objectives.
  • Generate and present regular reports on customer engagement, service delivery, and team performance using Salesforce analytics as well as internal tools.
  • Provide actionable insights to Head of Customer Success based on data analysis.
  • Monitor and report on key customer success metrics and KPIs.

Skills and Requirements:

  • Bachelor’s degree in Business Administration, Communications, or a related field.
  • Proven experience in operations, customer service, or a related role, preferably in FinTech industry.
  • Strong organisational and multitasking skills.
  • Excellent communication and interpersonal abilities.
  • Proficient in Salesforce and other CRM software, as well as, data analysis tools.
  • Ability to work independently and as part of a team.
  • Problem-solving mindset and attention to detail.
  • Ability to adapt to changing priorities and business needs
  • Strong focus on understanding and meeting customer needs
  • Takes initiative and demonstrates a strong drive to achieve results
  • Works collaboratively with colleagues to achieve common goals
  • Ability to analyse data and insights to make informed decisions
  • Maintains a positive attitude and resilience in the face of challenges

Benefits

  • Competitive salary package: 2,000 euros gross + yearly KPI bonus paid quarterly – 3K in total per year
  • Private Medical Insurance
  • Brand-new, spacious office located in Paphos, Cyprus
  • Access to an on-site gym for your fitness needs
  • Youthful and dynamic work environment
  • Team-building activities and cheerful happy hours
  • Continuous growth and career development
    
    To apply, please send your CV now to: sam.macaron@emeraldzebra.cy

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