Customer Engagement Manager Resume Sample
Agustina Hilpert
268 Friesen Course,
Phoenix,
AZ
+1 (555) 846 0058
Work Experience
Customer Engagement Manager
05/2018
-
PRESENT
Detroit, MI
- Lead a cross functional team to optimize our cash back and gift card redemption business to increase appeal for customers, reduce costs, and drive innovation & adoption of new capabilities to increase loyalty
- Manage our transformation initiative and resulting work streams to deliver consumer centric innovation
- Synthesize customer feedback from various channels (e.g., customer surveys, call centers, consumer research, social media) to identify opportunities to optimize the digital customer experience
- Maximize the targeted customer’s use of the SAP Business Network
- Enior level experience leading a successful organization or team
- Sets and delivers KPI’s for the overall health of the Loyalty program and manages ~$8MM budget
- Work with the Region to drive the project
Digital Customer Engagement Manager
06/2015
-
11/2017
Detroit, MI
- Put in place the SOP for the organization of e congresses / Webinar
- 2) Coordinate with the different teams to plan & organize all the e congresses of the year
- Prepare all the attendees lists (VIPs, regular participants)
- Plan & execute all the communications campaigns (multi canal) before, during & after the events
- Drive strategy and execution of Engagement and Retention marketing to onboard, retain, and build loyalty by engaging customers with personalized, targeted and relevant marketing messages at every stage, utilizing Salesforce, Pardot and Wave Analytics
- Manage all email marketing initiatives, including growing email subscriptions, segmenting lists, creative direction, A/B testing and analysis
- Employ research and survey initiatives to better segment email and customer lists
Senior Customer Engagement Manager
09/2011
-
01/2015
Phoenix, AZ
- Increase the conversion rate from account sign up to sales
- Design and implement targeted campaigns to ensure customers are being served the right messages and pieces of content
- Coordinate with the Content Marketing Manager and Sales Manager to develop loyalty incentives
- Work with Digital Marketing Manager to build audiences and target customers with specific messages through retargeting efforts
- Collaborate with all relevant internal teams for creative design and approvals and channel-specific execution of campaigns
- Build campaigns with clearly defined success metrics which are tracked, analyzed and reported to the head of marketing and head of sales
- Conduct ongoing A/B testing to optimize and increase the effectiveness of marketing efforts
- Experience and over 5 years’ experience in CRM, in a global environment with the experience in Commercial Real Estate, Retail or Hospitality Industry
Education
University of Connecticut School of Business
2007 - 2011
Bachelor's Degree in Marketing
Professional Skills
- Excellent verbal and written communication skills demonstrated by 2+ years of experience developing and delivering dynamic presentations
- Strong organizational,time management and prioritization skills
- Demonstrated excellent communication and presentation skills and the ability to engage stakeholders at all level
- Excellent organizing, planning and analytical skills
- Strong rapport and relationship building skills with both internal departments and external supplier’s
- Excellent client-facing and interpersonal skills
- Excellent leadership, collaboration and communication skills
How to write Customer Engagement Manager Resume
Customer Engagement Manager role is responsible for presentation, english, business, excel, interpersonal, planning, organization, teamwork, analytical, technology.
To write great resume for customer engagement manager job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Customer Engagement Manager Resume
The section contact information is important in your customer engagement manager resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Customer Engagement Manager Resume
The section work experience is an essential part of your customer engagement manager resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous customer engagement manager responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular customer engagement manager position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Customer Engagement Manager resume experience can include:
- Information Management skills: effective use of electronic project and document repositories
- Computer skill: Advanced Microsoft Excel and Power point skills
- Strong people and customer management skills
- Project management or PMO management skills and experience
- Excellent interpersonal skills; written, verbal and presentation
- Participates in Voice of Customer group associated with determining and prioritizing customer requested enhancements and prioritizing features
Education on a Customer Engagement Manager Resume
Make sure to make education a priority on your customer engagement manager resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your customer engagement manager experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Customer Engagement Manager Resume
When listing skills on your customer engagement manager resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical customer engagement manager skills:
- Bring effective communication and negotiations skills at all levels, from front line engineers to executive level
- Possess core skills in problem solving, negotiating, business writing, interpersonal relationship management, effective presentation, and active listening
- Show us your strong interpersonal skills and your ability to read, write and speak English fluently, including technical and IT security concepts
- Provide exceptional time management skills and an ability to organize and prioritize tasks
- Strong analytical and problem solving skills with data driven approach
- Excellent verbal and written communication skills with ability to present complex data, influence others and build relationships
List of Typical Experience For a Customer Engagement Manager Resume
1
Experience For Digital Customer Engagement Manager Resume
- Excellent analytical and data skills, able to dive deep into data to identify opportunities and collaborate with team to build models and segments
- Strong interpersonal and (international) communication skills
- Demonstrated professional agility, capable of dealing with shifting priorities and opportunities
- Uses consultative skills and understanding of technology to explain how ServiceNow addresses requirements and objectives
- Demonstrate experience of co-ordinating disparate stakeholders towards a single delivery
- Strong attention to details with proven creative and critical thinking
- Solid sales experience including an FMCG environment
- Experienced in integrated CRM solutions to build strong, business relevant brands in a diverse, highly competitive market environment
- Advanced skills in Excel and PowerPoint. Fluent in English and Mandarin, both written and spoken
2
Experience For Customer Engagement Manager DBS Resume
- Strong HR background and previous account management experience in the area of HR is mandatory
- Fluent communication skills in Portuguese and Business English
- Manages both internal and external relationships effectively
- Effectively lead presentations to large audiences in person and remote
- Prior Account Management and/or customer engagement experience
- Prior experience in digital, especially the Smartphone and Tablet channels would be an asset
- Bring your 5 years’ experience in a customer service role, working with corporate/enterprise customers
- Experience in leading projects from beginning to end
- Experience working with universities or hospitals delivering customer focused solutions or services
3
Experience For Senior Customer Engagement Manager Resume
- Strong record in working closely with cross-functional business teams to mobilize resources to deliver and exceed business objectives
- Experience leading a successful organization or team
- Experience working with offshore organizations
- Line of Business specific experience – HCM. Human capital management, recruitment, learning, compensation and talent management expertise
- Experience in the pharmaceutical or FMCG or another industry within the marketing field
- Experience working in a matrix organisation in an international environment
4
Experience For Country Consumer & Customer Engagement Manager Resume
- Experience with marketing strategy, opportunity assessment and customer segmentation
- Good knowledge and understanding of retail operations, specifically store operations
- Good understanding of GVR’s products and services
- The ability to focus on the key deliverables milestones, prioritising when appropriate
- Experience of delivering into a customer environment
- Experience with marketing automation and personalization tools
- Demonstrated leadership (including cross-functionally in a high-paced environment)
- Proven track record of driving results across disparate teams
- Previous experience in a matrix management environment working with numerous individuals to achieve joint objectives
5
Experience For Customer Engagement Manager for Australia & New Zealand Resume
- Experience of engaging cross functionally and with senior leaders within organisation (externally and internally)
- Demonstrated high intellectual curiosity and capability to create and execute innovative ideas to build the brands
- Demonstrated leadership influence and resilience in a fast paced, entrepreneurial environment
- Experience in account management with a focus on HR/ HCM/ people management
- Experience in sales or pre-sales with a focus on HR/ HCM/ people management
- Experience in project management with a focus on HR/ HCM/ people management
6
Experience For Customer Engagement Manager Audiences Messaging Resume
- Past software experience in the areas Talent Management, Core HR, and Workforce Analytics
- Sets priorities and maintains schedules and planned tasks
- Demonstrated ability to work with customers to develop and
- Develop service lifecycle (build, deploy and operate)
- Experience in customer success- advantage
- Experience in sales operations and / or event management desired
- Continuous Improvement certification or similar experience
- Excellent Excel, Word, PowerPoint capabilities
7
Experience For IT Customer Engagement Manager Resume
- Demonstrated ability to leverage business data and domain expertise to draft business requirements consumable across functions and disciplines
- Experience with analytics and business intelligence software
- Experience in project management
- Team work – work closely and seamlessly in a team environment to ensure a positive customer experience
- Tableau Desktop & Server experience
- Proven track record in delivery of commercial metrics and sale growth initiatives
- Highly numerical with experience in development of profitable customer propositions
- Experience within the healthcare market
- English language skill required
8
Experience For Ariba Customer Engagement Manager Resume
- Experience of Solution Service business as sales or pre-sales over 5 years
- Experience of customer engagement, customer focus
- Demonstrated ability to understand, learn science and translate it to easy to communicate language
- Experience of cloud service delivery
- Experience in a medical/clinical environment
9
Experience For Key Customer Engagement Manager Resume
- Business awareness and strong commercial focus
- Preferably experience in a medical/clinical environment
- Developing and leading team efforts to execute strategy for the “voice of employee” program
- Understanding of productivity measurement and reporting systems
- Using a continuous improvement mindset, take a leadership position to identify, manage and execute non-IT related projects to support the platform
- Exceptional track record in planning and managing CRM, while focusing on driving speedy and flawless implementation of the plans
- Leads Account Managers in account planning and execution including supplier quarterly business reviews (QBR) and other Best-In-Class operating procedures
10
Experience For Senior Mobile Customer Engagement Manager Resume
- Working in a multi-tasking environment requiring the ability to handle multiple projects simultaneously
- Operations - background in developing and implementing operational and process improvements in customer facing teams
- Have a knack for holding sales and service teams to account and have a history of getting results through building positive relationships
- Confident presenting to all levels and running meetings/training sessions
- Business partnering sales, commercial and/or marketing teams
- Collaborate with Device Marketing, Supply Chain, Inventory, Marketing team, WBG Sales teams to ensure fulfillment of device needs
- In coordination with Strategic Marketing, responsible for WileyPLUS internal training and certification programs
- Customer advocate within Gilbarco - responsible for understanding overall needs of assigned customers and representing those needs within Gilbarco
List of Typical Skills For a Customer Engagement Manager Resume
1
Skills For Digital Customer Engagement Manager Resume
- Bring your skills that grasp key business and operational requirements and map them into the necessary Customer Success Plans or playbooks
- Demonstrated experience in negotiating contracts and managing vendor relationships
- Define/ implement process improvements utilizing quality assessment and improvement skills – Highly desired
- Experience making reports or dashboards in Salesforce or equivalent experience (Required)
- Proven implementation leadership experience with ITSM solution, a background in the ITIL business process, and working knowledge of IT operations
- Proven experience of leading the deployment of Enterprise Software (ideally ITIL related) solutions in client environments
2
Skills For Customer Engagement Manager DBS Resume
- SAP Consulting Sales experience and/or SAP sales experience
- Experience working in a leading or management role of a customer support organization in the IT industry
- Additional experience by having a global role (influencing and strategic) vs. country role
- Strong background working with Enterprise Software companies and/or Consulting companies
- Demonstrated knowledge and desire to work with marketing channels including print, radio, television, digital and social media
- Comprehensive experience of closing deals and negotiating where there are few sources
- Develop yearly, high level customer engagement plan that focuses on telling product experience stories and building customer communities
- Business experience/background and detailed understanding of business drivers, issues, and benefits associated with enterprise IT investments
- Experience managing customer and client accounts; in healthcare preferably
3
Skills For Senior Customer Engagement Manager Resume
- Experience managing customer and client accounts; preferably in healthcare
- Experience working in a highly-collaborative, dynamic environment across local, regional, and global offices
- Experience working with SalesForce, JIRA, CRM tools, ServiceNow, etc
- Experience of implementing an ERP package as a project lead or Project manager
- Experience of delivering support and service in the IT industry
4
Skills For Country Consumer & Customer Engagement Manager Resume
- Experience of delivering support and service in the IT industry with ITIL or ALM
- Flexibility – Able to adapt to dynamic environments and changing priorities
- A proven track record of delivering results upon and beyond commitments
- Experience managing relationships with healthcare-related software or services clients in either a B2B sales position or B2B account management role
- Skill in juggling multiple projects
- Work experience in media agency and/or client side marketing
- Proven aptitude for dealing with many issues concurrently
5
Skills For Customer Engagement Manager for Australia & New Zealand Resume
- Develop and support implementation of an engagement strategy for new and existing customers, track effectiveness
- Support District Managers by working directly with corporate colleagues to resolve business issues and other priorities as they arise
- Drive strong communication, consensus, and delivery with key executive level stakeholders and partners, both internal and external
- Strong customer presence and ability to manage multiple relationships at the same time
- Experience with Compute, Storage, Network, and Virtualization in Global Data Centers
- Conceptual and operational experience with VMWare Virtualization suite
- Experience with automation and orchestration tools and concepts repeatable deployments
6
Skills For Customer Engagement Manager Audiences Messaging Resume
- Rich experience with private and public cloud solutions and industry trends
- Strong background on successful execution of ITIL disciplines to improve operational excellence. (Incident, Problem, Change, Capacity, Release Mgmt)
- Planning and managing implementation of new Engagement marketing automation opportunities, including integration of new products and services
- Planning, executing and evaluating projects according to agreed timelines, deliverables and budgets
- Developing and lead China new partnership strategy by identifying new prospects and facilitating commercial/contract negotiation
- Managing and coordinating external and internal events that include customer and partner workshops, marketing and PR
- Understanding of IT industry working practices / methodologies
- Preparing and defending detailed business cases or project plans in order to obtain senior leaderships approval and buy-in
- Monitoring and managing adoption of new capabilities and process changes
7
Skills For IT Customer Engagement Manager Resume
- Managing resources and services through an IT outsourcer (ITO) / Managed Service Provider (MSP)
- Understanding of processes and/or services to contribute to issue identification and idea generation/evaluation
- Building Cross-function teams to work in major accounts
- Understanding site business needs
- Maintaining site production systems
- Aligning partners with Golden Circle and Shangri-La cross-functional teams to ensure service quality to members
8
Skills For Ariba Customer Engagement Manager Resume
- Expanding the value proposition through the development of exclusive partnership benefits for high value elite members
- Managing the introduction of new capabilities and demonstrations into the 5GIC
- Liaising with partners and Intel business units to ensure that projects are delivered into the 5GIC on time and within budget
- Understanding of RFPs, Contracts and SOWs
- Presenting use cases and value proposition for each demonstration to customers, partners and internal stakeholders
- Tracking benefits and performance against agreed KPIs
9
Skills For Key Customer Engagement Manager Resume
- Involvement in the 5GIC marketing strategy, plan & execution including PR and market content creation involving social media posting activities
- Collaborate with Content Marketing and Marketing teams to develop campaign messaging, positioning and content
- Operational responsibility and accountability for driving monthly Financial and Demand Forecasting and Reporting
- A passion for working with people, including an ability to quickly build lasting customer relationships
- Conduct performance reviews, create development plans, provide mentoring and training, and deliver ongoing performance feedback to direct reports
- Sales planning with VP Sales and District Managers to define and articulate rep responsibilities for selling and supporting WileyPLUS
- Assist in finalizing proposals, project planning and estimating
- Responsible for monitoring and reporting on 5GIC program progress, tracking cost, schedule, quality and overall business outcomes
10
Skills For Senior Mobile Customer Engagement Manager Resume
- Primary point-of-contact for Sales in developing services business strategies and screening potential new offers/deals
- Comfortable leading workshops including to the hierarchy of a large complex customers
- Project team leading with an understanding of project management methodologies and principles
- Comfortable leading workshops including to the hierarchy of a Fortune 100 companies
- Provide maintenance to existing solutions, including modifications and correction of identified issues
- Develop high-impact customer relationships for Dell by supporting the Office of the CEO and the Senior Sales Leaders in driving targeted Customer Engagements
List of Typical Responsibilities For a Customer Engagement Manager Resume
1
Responsibilities For Digital Customer Engagement Manager Resume
- Proven sales, analytics and people skills
- Excellent interpersonal skills with the ability to think and communicate creatively, thoughtful with diverse technical and non-technical groups
- Managing change management plans to effectively plan for and execute change across the entire organization
- Manages customer escalations, ensuring the best possible experience. Drives resolution and prioritization of requests across cross-functional teams
- Demonstrate impact of customer engagement programs on usage and customer experience
- Extraordinary organization skills and the ability to multi task and continuously assess importance versus urgencies
- Design customer-focused data, processes and solutions for business customers including but not limited to agent performance and customer experience
- Excellent marketing and business acumen
- Project management experience leading cross-functional teams
2
Responsibilities For Customer Engagement Manager DBS Resume
- Proven track-record of company change management and launching processes and tools organizational-wide with measurable success and business impact
- Proactively demonstrate activities to increase engagement with main user groups
- Maintain positive internal relationships across F5 to ensure the proper prioritization of issues or concerns
- Translate complex business issues into achievable business objectives and actionable projects with key measures for success and effectiveness
- Analyze data to identify opportunities to improve the customer experience and drive actionable insights
3
Responsibilities For Senior Customer Engagement Manager Resume
- Manage and prioritize Business Development team response strategy
- Experience in business-to-business sales, specifically SMBs
- Experience creating and executing marketing campaigns and programs that drive customer engagement and advocacy
- Strong understanding of possibilities in the digital landscape
- Working experience
- Direct experience working to support sales teams and sales efforts
4
Responsibilities For Country Consumer & Customer Engagement Manager Resume
- Experience with web analytics tools, such as Google Analytics
- Reporting on project and program progress. Making interim status reports on content and timing
- Ensuring quality control throughout the project life cycle
- Manage every aspect of email and SMS campaign management – defining objectives, gathering information, campaign setup, QA, approvals and launch. (55%)
- Develop additional training and learning programs for your team as needed
- Responsible for driving the data and results from evaluation sites and presenting the data to customers
- Understands the customer business including the business issues and problems being resolved by the Professional Services projects
- Assist in expanding consulting service offerings
- Understand client’s business and business processes and act as an advocate to address the existing gaps by selling the implementation services
5
Responsibilities For Customer Engagement Manager for Australia & New Zealand Resume
- Lead and collaborate with the business intelligence to align on measurement of campaign activities and define ongoing reporting structure
- Partner with our Marketing Analytics team on Marketing Mix Models
- Manage agency buying teams and partner with internal activation teams to bring plans to market
- Evaluate and recommend new emerging media opportunities and incorporate into dynamic media planning process
- Direct WileyPLUS Beta and user testing programs
- Oversee efforts for customer recruitment (including conversion) and retention for Digital Products
- Responsible for onboarding WileyPLUS customers
- Research, source, plan and implement customer engagement programs in collaboration with the rest of the customer engagement team and integrated marketing
6
Responsibilities For Customer Engagement Manager Audiences Messaging Resume
- Work with outside vendors where appropriate to develop customer engagement messaging
- Provide executive communications and reviews (e.g., QBRs; JBRs) highlighting Cisco’s value contributions
- Create strategic and compelling content and understand brand awareness
- Process optimization based on cross-project learning
- Assume responsibilities as needed for executing customer and value driven projects and tasks as required
- Make regular reports to senior management about how Customer Engagements and customer relations are performing
- Responsible for managing the pilot evaluation period for customers who have been designated as part of the strategic program
7
Responsibilities For IT Customer Engagement Manager Resume
- Develops and coordinates customer roll out plans including the logistics of site installations with all necessary functional groups and partners
- The CEM contributes to business development life cycle by serving as a SME on services business caps and needs
- Familiarity with SaaS deployments and it's supporting architecture
- Aware of broader commercial impacts of decisions, able to work within brand and channel rules, always focussing on best result for Diageo overall
- The role requires close working with other key functions and channels
- A track-record of success in running digital campaigns
- Proficiency in using tools like Microsoft PowerPoint to develop presentations for an executive audience is required
8
Responsibilities For Ariba Customer Engagement Manager Resume
- Knowledge of LAN/WAN concepts and troubleshooting practices in an Enterprise environment
- Out-of-the box thinking, ability to solve complex problems and drive the change
- A genuine interest in healthcare and desire to be key stakeholder in discussion on improving it
- Deep understanding of Cisco’s Services Portfolio (Technical Services, Advanced Services, Cisco Managed Services)
- Fluent in writing and speech in Dutch and English and preferably additional foreign language(s)
- Fluent in writing and speech in English and preferably additional foreign language(s)
- 4) Manage the project from planning to implementation
9
Responsibilities For Key Customer Engagement Manager Resume
- 5) Coordinate with the other colleagues from the Digital Customer Engagement team and other functions such as Marketing, Medical and IT to drive the project
- Ensure Xerox hosts using the suite at the Barclays Center understand their roles and responsibilities
- Manage regionally the communication and implementation of the core HCP engagement plan, with input from cross-functional HCP Engagement Steering Committee
- Work with key OLs in region, ensuring participation and involvement in agenda & inclusion in key initiatives and events
- Inform HR & Quality Department of contract requirements to determine resource, training, PPE
- Responsible for campaigns and programs designed to engage existing customers within our Workplace Solutions Group
- Develop test and learn digital marketing strategy for Pru customer and Prospect engagement that creates economic value for the business
- Position and assist in up selling additional software
10
Responsibilities For Senior Mobile Customer Engagement Manager Resume
- Establish campaign KPIs and success metrics through deep understanding of business objectives, cross-functional team goals and relevant constraints
- Develop tools and manage reporting to measure and forecast churn, activation, retention, and subscription conversion performance
- Provide support and leadership for upfronts (including online media, XLOB) as needed
- Oversees a cross functional team to build best practices for the support organization including tools and process
- Identify and develop potential Strategic Partnerships with willing Trusts, Consortium
- Ensure trusts are appropriately updated through management reporting and other information
- Create all content necessary for supporting customer engagement efforts through a variety of internal and external channels and platforms
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