Customer Engagement Manager – OTE £35,000 - £50,000 per annum
We are Mantra Learning, the UK's leading logistics learning and development organisation. We are an Ofsted grade 2 independent training provider with over 56 years of experience in sector-specific training. Our Manchester site is the largest specialist logistics training facility in the UK.
We work with major brands such as Aldi, Wincanton, and AO, delivering approximately 400 apprenticeships, over 2,500 LGV licenses, and 1,100 forklift truck licenses annually. Our mission is to develop skills, knowledge, and behaviours that enable learners to thrive in life and work.
This is a full-time role (37.5 hours per week) based in Middleton.
Your duties will include but are not limited to:
1. Manage inbound enquiries with a customer-first approach, ensuring accurate and timely communication.
2. Manage outbound telesales and social media activities aligned with marketing campaigns to generate potential customers and engagement opportunities.
3. Maximise enquiry-to-enrolment conversion rates and implement strategies to enhance team performance.
4. Identify opportunities to cross-sell and up-sell the Mantra Group's training solutions during interactions.
5. Develop scripts and consultative approaches to increase revenue and customer engagement.
6. Provide outstanding Information, Advice, and Guidance (IAG) to support informed decisions.
7. Manage IAG attendance across all Mantra products, working closely with the Job Gym IAG team.
8. Lead initiatives to improve IAG-to-enrolment conversion, focusing on quality, compliance, and learner needs.
9. Maintain and optimise the CRM system (currently eBookit), ensuring data accuracy and utilisation for reporting and automation.
10. Collaborate with marketing and operations to use CRM insights for campaign and customer journey improvements.
11. Lead, motivate, and develop the Customer Engagement Team, setting KPIs aligned with organisational goals.
12. Act as the liaison between the team and IT support to ensure systems support operational efficiency.
13. Produce and analyse reports on enquiry volumes, engagement activities, conversion rates, team performance, and customer outcomes.
14. Use data insights to recommend and implement process improvements.
Mantra Learning Ltd is an equal opportunity employer and welcomes applications regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation.
We are committed to safeguarding and promoting the welfare of all learners and staff. All staff are required to undergo checks, including references, right-to-work proof, and a DBS check.
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