Customer Engagement Manager

Join Our Team: Customer Engagement Manager 📢

Role Overview

Location: Centurion
Work Model: Full time, hybrid, 3 days in the office per week
Reporting To: Regional Commercial Director (Africa Middle East)

About the Role

The main purpose of this position is to develop and implement a G4S customer engagement strategy that is aligned to corporate strategy.
This strategy aims to build a positive brand for G4S Africa internally, externally, and in the media.

Key Responsibilities & Our Values in Action 📈

Innovation & Agility

Develop, implement, and manage the G4S marketing and communications strategy, incorporating advertising, public relations, and brand activities for internal and external target markets.
Provide a fresh perspective on customer process work and recommendations on cross-functional updates to improve our customer engagement programs and activities.
Develop Website and Social Media Strategy and Content, develop monthly customer communication campaigns, and manage lead generation from campaigns.
Implements relationship management tools, initiatives, and organizational structures to meet changing client demands.

Teamwork

Collaborates with partners in Sales, operations, Implementation, and Service to ensure strategic processes and client satisfaction.
Work with country teams to develop root-cause focussed service improvement plans to resolve customer satisfaction challenges.
Work with countries and group marketing to develop a Product and Sales Toolkit, including case studies, service and product videos, and product teasers for social media.

Safety & Reliability 🛡️

Establish customer round tables and drive Security Advisory conversations at C-suite level.
Act as a point of escalation for complex customer issues, demonstrating good problem-solving skills and resolving conflicts in a professional and effective manner.
Manage corporate and brand publications to ensure adherence to design and corporate identity guidelines at Africa and country level.
Establish clear customer engagement procedures for Top 20 and Global clients to manage business reviews and customer service escalations.

Caring & Integrity 🤝

Build and maintain solid customer relationships, understand their needs, and provide personalised service solutions.
Develop a framework for the implementation of detailed Customer Satisfaction surveys that will focus on service excellence, customer, and employee satisfaction.
Manage and run customer QBRs with key clients, utilising country inputs and plans.
Manage the drafting and publishing of company notices, briefs, and newsletters for internal and external use, and manage the Africa intranet in terms of content updates.

Requirements & Qualifications

Relevant Marketing degree or diploma or equivalent.
Relevant experience in a marketing and communications role.
Relevant experience in implementing customer service conversations and initiatives.
Knowledge of media management, internet content management, marketing, and branding.
Skills in designing and implementing a marketing and communications strategy, managing conflict, written and verbal communication, negotiation, and relationship building.
Ability to conduct market research and customer satisfaction research, provide insights, and drive resolution plans.