At TheRiot Agency (TRA), we believe in creating exceptional client engagement experiences that drive brand loyalty and growth. As a Client Engagement Manager, you will play a vital role in ensuring our clients receive outstanding service and support throughout their journey with us. You will work closely with our brand marketing, growth advisory, and digital marketing and technology teams to deliver seamless and memorable experiences for our clients, while also embodying and promoting our core values of being InTRApreneurial, Growth Oriented, Credible and Accountable, and Agile Innovators.
Responsibilities:
Client Journey Optimization:
Analyze the client journey across various touchpoints and identify areas for improvement to enhance overall satisfaction and brand loyalty. Utilize creative and InTRApreneurial thinking to develop personalized and innovative client interactions that resonate with clients. Actively seek feedback from clients to understand their needs and identify opportunities to help them grow their businesses.
Managing the TRA Engage Platform:
Oversee the day-to-day management of the TRA Engage platform, including content creation, automation workflows, and data analysis. Collaborate with the digital marketing specialist to integrate client data from the TRA Engage platform with other marketing automation tools for a comprehensive view of the client journey. Leverage the capabilities of the TRA Engage platform to provide valuable insights to clients and team members, supporting their growth and development.
Client Engagement and Satisfaction :
Act as the primary point of contact for assigned clients, fostering strong relationships and ensuring their needs are understood and met. Utilize agile and innovative approaches to client engagement, continually seeking new ways to enhance the client experience. Support clients in identifying growth opportunities, leveraging data from the TRA Engage platform to inform strategic decisions.
Client Feedback and Insights:
Gather and analyze client feedback and insights from the TRA Engage platform to identify trends, pain points, and opportunities for service improvement. Embrace a Growth Oriented mindset, using feedback to learn and improve strategies for delivering exceptional client engagement experiences. Share valuable insights with team members to help them grow in their roles and improve the overall client experience.
Cross-Functional Collaboration:
Collaborate with the growth advisory team to align client engagement strategies with business growth objectives. Partner with the brand marketing manager and digital marketing specialist to ensure consistent messaging and seamless client interactions through the TRA Engage platform.
Work with team members across departments to identify and implement opportunities for personal and professional growth.
Training and Development:
Develop and conduct training sessions for internal teams on effectively utilizing the TRA Engage platform to enhance client experiences. Provide mentorship and support to team members, helping them develop their skills and achieve their career goals. Encourage a growth mindset among team members, promoting continuous learning and self-improvement.
Requirements:
- Bachelor’s degree in Business, Marketing, Communications, or a related field.
- Minimum of 4 years of experience in client engagement management or a similar role.
- Proven track record of delivering exceptional client engagement experiences and building strong client relationships.
- Experience in managing CRM and marketing automation platforms.
- Strong project management skills with the ability to prioritize tasks and meet deadlines.
- Excellent communication and interpersonal skills.
- Results-driven mindset with a positive, collaborative, and self-starting attitude.
- Familiarity with digital marketing and web analytics tools (e.g., Google Analytics).
- Proficiency in Microsoft Office 365 and Adobe Creative Suite.
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