Customer Engagement Excellence Manager

Engagement Excellence Strategy & Lifecycle Management

· Develop and implement comprehensive customer engagement strategies aligned with service excellence goals

· Design customer lifecycle management strategies from acquisition to advocacy with stage-specific engagement approaches

· Create engagement frameworks that define standards for interactions across all touchpoints

· Develop engagement models that build emotional connections and strengthen customer relationships

· Establish lifecycle-specific engagement metrics and success criteria

· Lead initiatives to optimize customer experiences at critical lifecycle moments

· Design early warning systems to identify customers at risk of disengagement.

Quality Standards, Measurement & Monitoring

· Establish quality standards for customer engagement across all touchpoints and lifecycle stages

· Develop comprehensive measurement frameworks and monitoring systems for engagement quality

· Implement quality scorecards, dashboards, and audit processes to track performance against standards

· Monitor adherence to engagement standards across markets and channels

· Conduct regular quality reviews and provide performance feedback

· Drive root cause analysis of engagement gaps and develop corrective actions

· Benchmark engagement practices against industry standards and implement continuous improvement programs.

Omnichannel Engagement & Relationship Building

· Lead initiatives to optimize customer engagement across physical and digital channels

· Ensure consistent engagement standards across branch, contact center, digital, and partner touchpoints

· Design engagement protocols that recognize customers across all interaction points

· Create frameworks for relationship-based engagement rather than transactional interactions

· Develop strategies to increase engagement frequency, quality, and transition customers to active engagement

· Partner with relationship management teams to enhance high-value customer engagement

· Implement frameworks for measuring relationship depth and emotional connection.

Cross-Functional Collaboration & Performance Optimization

· Partner with Service Excellence, Marketing, Digital, and Contact Centre teams to align engagement initiatives

· Collaborate with CX Insights teams to incorporate customer feedback into engagement strategies

· Work with Relationship Management teams to enhance personalized engagement for key customers

· Support country teams in implementing engagement standards while respecting local contexts

· Monitor engagement performance metrics and analyze data to identify improvement opportunities

· Create dashboards tracking engagement performance across the Group

· Report on engagement quality trends and recommend strategic interventions

Capability Building and Best Practice Sharing.

· Develop training programs and coaching frameworks to build engagement excellence capabilities

· Facilitate sharing of engagement best practices across markets

· Design recognition programs that celebrate engagement excellence

· Build engagement literacy and skills across customer-facing teams

· Develop resources and tools to support engagement excellence

· Lead communities of practice for continuous learning and improvement.