Client Engagement and Channels Lead

Job Purpose:

To drive customer royalty, reduce churn & influence business strategy by establishing a data‑led, customer‑centric culture, transforming insights into actionable initiatives.

Define & deliver the end‑to‑end Voice of Customer strategy, establishing a central operating model, including reporting, decision rights and KPI’s.

Implement feedback mechanisms (surveys, social listening, interviews) to capture customer needs, pain points & expectations.

Build, maintain & enhance relationships with key clients, acting as the main point of contact & advocate.

Analyze feedback data to identify trends, translating them into improvements in services, products & customer journey mapping.

Lead a VoC steering committee or collaborate with marketing, Product & Operations teams to ensure the customer voice is integrated into business decisions.

Produce regular reports & presentations for stakeholders to demonstrate the impact of customer enragement initiatives.

Identify opportunities for upselling, cross selling & expanding client accounts.

Qualifications, Experience &

Skills:

• Bachelor’s degree in business marketing.
• 1-3 years proven experience establishing or evolving a VoC program.
• CRM software.