We are looking for an experienced Customer Engagement Strategist to join our Customer Engagement team.
As a Customer Engagement Strategist, you will be responsible for the success and delivery of Visualsoft’s Customer Engagement service. You will own a portfolio of Customer Engagement clients and become the key relationship stakeholder for Customer Engagement. Your main objective is to grow your portfolio's return by ensuring the Customer Engagement product/service is innovative, efficient, and of the highest quality.
The Customer Engagement Strategist will play a pivotal role in driving client success through effective customer engagement strategies, with a focus on utilising Klaviyo. This role involves executing, optimising, and analysing customer engagement campaigns, building strong client relationships, and contributing to the growth of the customer engagement service. You will collaborate with senior team members, developing your skills in a fast-paced environment.
Key Responsibilities:
1. Customer Engagement Management:
* Execute and manage customer engagement campaigns within Klaviyo, ensuring timely delivery.
* Implement segmentation and personalisation strategies to enhance campaign performance.
* Monitor and analyse campaign metrics, providing regular reports and insights.
* Conduct A/B testing to improve campaign results.
1. Klaviyo Experience (desired):
* Utilise Klaviyo's features to optimise customer engagement and marketing performance.
* Stay updated with Klaviyo updates and best practices.
* Contribute to Klaviyo-focused strategies and initiatives.
2. Client Communication & Relationship Building:
* Serve as a primary contact for clients, providing updates and addressing enquiries.
* Build and maintain strong relationships, fostering trust and collaboration.
* Assist in client meetings and presentations, contributing to strategic discussions.
3. Performance Analysis & Reporting:
* Generate and analyse performance reports, identifying trends and opportunities.
* Provide actionable insights and recommendations based on data.
* Report on client NPS and CSAT with senior team members.
4. Process Improvement & Documentation:
* Develop and maintain customer engagement processes and documentation.
* Identify opportunities to improve efficiency and workflows.
5. Growth & Development:
* Seek opportunities to learn and develop customer engagement skills.
* Collaborate on strategic projects with senior team members.
* Contribute to new strategies and initiatives.
Essential Requirements:
* Proven experience in Customer Engagement, agency or client-side.
* Experience in Customer Engagement Strategies.
* Expertise in external platforms, tools, analytics, forecasting, and measurement.
* Experience in building and executing engagement strategies.
* Ability to work under tight deadlines both individually and in teams.
* Client-facing experience at a senior level.
* Experience in client meetings and strategy presentations.
* Analytical and data-driven mindset.
Desirable Skills:
* Experience in eCommerce.
* Familiarity with ESPs like Attentive, Klaviyo, Mailchimp.
* Experience with digital media channels.
* Skills in Google Data Studio, Attribution, Google Tag Manager.
Benefits:
* Competitive salary with progression options.
* Unlimited paid holidays.
* Hybrid working model.
* Medicash Cash Plan.
* Employee Assistance Programme.
* Dog-friendly workspaces.
* High-performance MacBook.
* Monthly perks and treats.
* Free food and drinks.
* Friday drinks and team social events.
* Pension scheme.
* Cycle to work scheme.
* Brand discounts.
* Training & development opportunities.
If you believe you have what it takes to join one of the UK’s leading eCommerce providers, we’d love to hear from you.
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