Customer Engagement Manager

About the Role

• The main purpose of this position is to develop and implement a G4S customer engagement strategy that is aligned to corporate strategy.
• This strategy aims to build a positive brand for G4S Africa internally, externally, and in the media.

Key Responsibilities & Our Values in Action Innovation & Agility

• Develop, implement, and manage the G4S marketing and communications strategy, incorporating advertising, public relations, and brand activities for internal and external target markets.
• Provide a fresh perspective on customer process work and recommendations on cross-functional updates to improve our customer engagement programs and activities.
• Develop Website and Social Media Strategy and Content, develop monthly customer communication campaigns, and manage lead generation from campaigns.
• Implements relationship management tools, initiatives, and organizational structures to meet changing client demands.

Teamwork

• Collaborates with partners in Sales, operations, Implementation, and Service to ensure strategic processes and client satisfaction.
• Work with country teams to develop root-cause focussed service improvement plans to resolve customer satisfaction challenges.
• Work with countries and group marketing to develop a Product and Sales Toolkit, including case studies, service and product videos, and product teasers for social media.

Safety & Reliability

• Establish customer round tables and drive Security Advisory conversations at C-suite level.
• Act as a point of escalation for complex customer issues, demonstrating good problem-solving skills and resolving conflicts in a professional and effective manner.
• Manage corporate and brand publications to ensure adherence to design and corporate identity guidelines at Africa and country level.
• Establish clear customer engagement procedures for Top 20 and Global clients to manage business reviews and customer service escalations.

Caring & Integrity

• Build and maintain solid customer relationships, understand their needs, and provide personalised service solutions.
• Develop a framework for the implementation of detailed Customer Satisfaction surveys that will focus on service excellence, customer, and employee satisfaction.
• Manage and run customer QBRs with key clients, utilising country inputs and plans.
• Manage the drafting and publishing of company notices, briefs, and newsletters for internal and external use, and manage the Africa intranet in terms of content updates.

Requirements & Qualifications

• Relevant Marketing degree or diploma or equivalent.
• Relevant experience in a marketing and communications role.
• Relevant experience in implementing customer service conversations and initiatives.
• Knowledge of media management, internet content management, marketing, and branding.
• Skills in designing and implementing a marketing and communications strategy, managing conflict, written and verbal communication, negotiation, and relationship building.
• Ability to conduct market research and customer satisfaction research, provide insights, and drive resolution plans.