Customer Engagement Specialist

Newbury, Berkshire
  1. Full Time
  2. Customer Relationship Management
Posting date:02 Aug, 2019
Customer Engagement Specialist
Digital Journey Transformation
Vodafone Business UK
When it comes to taking care of business – our Vodafone Business teams have got it covered. We provide compelling services for every business, big or small, in fixed line communications, mobile solutions and converged services. We’re the No 1 challenger telco helping our customers build better businesses, providing our global experience and local industry expertise to support businesses when they need it.
Role purpose: You will lead the engagement for the Simplify programme into specific sales channels in the UK Vodafone Business Unit. Outcomes on engagement should be achieved within the programme's required timeframes, whilst minimising revenue dilution and churn.
Responsible for leading the UK and Group customer engagement activity for Simplification projects approved via the Simplify front door
Working with the Project Manager to agree the most effective engagement approach 
Presenting approach to the Customer Engagement Team (CET) for review and approval
Working with the Insight factory and the sale steams to improve the quality of customer data
Briefing and subsequent support of the sales and marketing teams to deliver the engagement strategy 
Ensuring that customers view this programme as a positive change and that the benefits to their business are clearly explained and understood
Management of any customer related escalations 
Manage customer engagement scope, commitments, and deliverables to ensure they remain consistent 
Qualifications/Experience Desired
Business partnering (sales, commercial and marketing teams)
Commercial awareness and the ability to manipulate and understand data
Excellent communication skills and the ability to articulate complex issues simply 
Tracking benefits and performance against agreed KPIs 
The ability to focus on the key deliverables and milestones
Experience of delivering into a customer environment
Being able to view programme plans through a customer eye and critique them accordingly 
Experience of managing customer engagement campaigns via Channel and Channel Partners
Vodafone Way Behaviors:
CUSTOMER OBSESSED - We are passionate about exceeding customer expectations 
INNOVATION HUNGRY - We create and deliver new products, services and ways of working that delight our customers
AMBITIOUS & COMPETITIVE – We bring energy and passion to our work and always aim to beat the competition
ONE COMPANY, LOCAL ROOTS - We work across Vodafone to achieve the best outcome for customers, employees and shareholders
SIMPLICITY – We quickly seek simple solutions to problems and take pride in eliminating complexity. 
SPEED – We drive speed to market. We relentlessly priorities and pursue the outcomes that matter to our business
TRUST – We are reliable and transparent to deal with. We deliver for others and trust others to do likewise
We’re committed to recruiting the best people, whatever their background. If you have a disability, learning difficulty, medical condition or any other individual need, we’d be happy to talk to you about making reasonable adjustments to our application and selection process to allow you to be your best. You can speak to us via email, phone, web-chat etc.

Life at Vodafone

Sophie’s Story: “With everything I’ve been through, I’ve always been met with empathy & compassion

Meet Retail Divisional Head, Mark McKenzie…

Just some of our recent awards