Customer Engagement Manager – Digital Products

Position : Customer Engagement Manager – Digital Products

Ref : PS13208

Client : The Careers and Enterprise Company

Location : Remote – Possibly visit the office in London or Leeds once normal working resumes.

Pay rate : £40,000-£45,000

Duration : Permanent

We are looking for a Customer Engagement Manager – Digital Products to work with our client’s team.

Role details:

Primarily you will attract schools to upgrade and support existing Compass+ users.

Compass+ helps Careers Leaders to provide individual careers provision for each and every pupil in their school. It enables school leaders to benchmark, manage, track and report on their school’s careers programme. You will also work across some of our other digital products too.

The Digital Products Customer Team are looking for an enthusiastic and committed Customer Engagement Manager to help accelerate the use of Compass+ software in schools across England.

Working closely with colleagues, stakeholders and customers you will develop our customer-facing Compass+ offer to attract more schools to Compass+ and encourage its widespread regular use in Careers Leaders’ daily work.

Key Responsibilities:

• · You will shape and lead the delivery of innovative ‘self-serve’ initiatives to attract more schools to start their upgrades and engage existing users to help them realise the full potential of Compass+ in their schools.
• · Attract schools to upgrade
• · Designing and implementing acquisition initiatives to build demand and prompt schools to start upgrading.
• · Creating effective self-serve customer journeys across CEC’s digital channels for Careers Leaders; MIS/IT Managers and Data Protection Officers to support their upgrade experiences.
• · Drive behaviour change in schools to increase effective use of Compass+
• · Creating effective self-serve customer journeys across CEC’s digital channels to encourage Careers Leaders to embed product use in their daily work.
• · Enhancing our ‘on-demand’ training resources to upskill users and support new feature releases.
• · Creating great examples of practitioners’ use of Compass+, share these across our digital channels and with our partners

Key Skills:

• · 2+ years’ successfully supporting customers’ needs by creating compelling social media and website content; product support articles; online training and designing effective webinars.
• · Experience using digital performance management tools, such as Google Analytics; Mix Panel; Zendesk (or another CRM system) and other analytics data.
• · Experience working with cross-functional teams.
• · Desirable - an understanding of the national educational landscape in England.
• · Outstanding communication skills, both verbal and written
• · Creative in solving problems. Can generate ideas, operationalise them and deliver effective customer initiatives.
• · Delivery focussed - able to demonstrate determination in prioritising workload and delivering high quality content in a busy environment.
• · Proactive and able to work independently.
• · Collaborative. Good at building effective relationships both internally and externally.
• · Strong operating instincts, organisational skills, and discipline.
• · Adaptable. Able to respond quickly to internal and external directional changes. Can deal with ambiguity.
• · Curious about our products and dedicated to understanding of how they add value.

If this role is of interest, please do apply now.