Client Engagement Team Manager

Portfolio are proud to be exclusively representing our HR Software & Employment Law client in their search for an Activation and Engagement Team Manager. You will manage a team of approx. 10 account managers who onboard new clients, introduce new products to clients and give unbeatable customer service. You will have experience in a similar industry, onboarding new clients, keeping engagement high and contributing to retention. Team leader experience is also required, monitoring performance, offering support and guidance in order to develop your people and all associated HR. If you are looking for a new challenge, please apply today and we’ll be in touch!

Job Summary:

As an Activation & Engagement Onboarding Manager, you will be responsible for designing, implementing, and managing onboarding programs to ensure seamless integration of new customers, products, or services. Your primary goal will be to drive customer activation, engagement, and retention through effective onboarding strategies.

Supporting team members in delivering high standard onboards to newly engaged clients as well as our established clients

Working with and managing multiple teams within Activation & Engagement ensuring smooth transition through the client journey.

Reporting to the Head of activation & Engagement.

Day-to-day responsibilities include, but not limited to the below:

• Manage multiple teams from Activation to Engagement to ensure a smooth transition during the client journey
• Develop and guide the Activation Team to deliver minimum 80% activated clients.
• Deliver a “best in class” service to all new and existing clients, producing work to an excellent quality and ensuring 100% task completion.
• Develop and execute comprehensive onboarding strategies to drive customer activation and engagement
• Collaborate with cross-functional teams to design and implement onboarding programs
• Create engaging content, including email campaigns, tutorials, and guides to support onboarding
• Analyse customer feedback and data to identify areas for improvement and optimize onboarding processes
• Manage and track key performance indicators (KPIs) to measure onboarding success within your team.
• Provide exceptional customer support and address customer concerns in a timely and professional manner
• Look at overall client cancelations and look at YOY reduction, with suggesting ways to improve.
• Improve client base logging in YOY, supporting with implementation of account manager models to support the client adoption and continuous engagement.
• Conduct monthly/Bi-annual team 1-1 and appraisals, and be able to give constructive feedback, and help coach team members in line with company development.
• Manage and track client journey and suggest and implement change to support adoption of the product and software.
• Be able to look at and report on daily / weekly / monthly KPI’s and look at where improvement can be made team and department wide, In order to support the company yearly objectives.

Requirements:

• Strong understanding of customer onboarding principles and best practices
• Excellent communication, project management, and analytical skills
• Ability to work in a fast-paced environment and prioritize multiple tasks
• Team management of 2 years
• Proficiency in CRM software and data analysis tools

Benefits

• Enhanced holidays – 25 days increasing to 27 after 2 years’ service and 28 after 5 years’ service (22 Days for Field Sales)
• Private health care cover after 5 years’ service
• New business referral scheme
• Access to Health Shield
• Access to the EAP service
• Refer a friend scheme
• Paid birthday leave
• Pension scheme contribution increasing to 5% after 5 years’ service and again to 7% after 7 years’ service
• Group life insurance
• Eye care contribution
• Free fruit (office-based staff)
• Travel Season Ticket loan scheme
• Milestone recognition
• Discounted products – Manchester City centre parking (AO Arena) / First Bus Travel Club Membership / Microsoft Home User programme / Anglian Home Improvements
• Pace health Club (situated in the park Inn) discounted gym membership and spa treatments
• Park Inn 20% off food and drink
• New Century food and drink discount
• Revolution De Cuba food and drink discount
• Cycle 2 Work scheme* after probationary period
• On site Gym
• Bright Exchange perks

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INDMANS

The Portfolio Group are acting on behalf of our client in recruiting for this position.