Customer Engagement Manager

At Powerverse, we are Empowering people and communities to run their lives on sustainable new energy with ease. Our teams Build Products that Matter and we value being Bold, Responsible and Trusted.

We are a home energy management business that provides energy management solutions for households and businesses. Our products include access to an energy management platform, a smart app for users, home energy management hub, EV chargers, solar panels and inverters, home batteries, support and maintenance services, smart plugs, and other energy assets. Our products and services aim to help our customers reduce their energy consumption and contribute to a sustainable future.

About Lightsource bp

Powerverse is a leader in the growing Energy Management market and we are owned by Lightsource bp. Our parent company Lightsource bp specialises in the financing, development, and management of solar energy projects. We are a 50:50 joint venture with bp with a mission to help drive the world's transition to low carbon energy. Our team comprises over 1,000 industry specialists, across 19 countries, working towards our ambition to deliver 25GW of solar capacity by 2025.

Ihre Aufgaben

We are seeking a talented and driven Customer Engagement Manager to join our dynamic team. As the Customer Engagement Manager, you will play a crucial role in defining and optimising our customer journeys across various touchpoints and channels.

You will be responsible for understanding customer needs, driving customer satisfaction, and maximising customer retention. This role will be instrumental in shaping the overall customer experience for specific channels and requires a strong analytical mindset and a deep understanding of customer behaviour.

Responsibilities:

• Customer Journey Mapping: Own the process of customer journey definition and mapping, from initial awareness to post-purchase support. Work closely with cross-functional teams, including marketing, sales, product, and customer support, to ensure a seamless and positive customer experience at every stage.

• KPI Development: Identify key performance indicators (KPIs) that align with the customer journey stages. Develop and track meaningful metrics to measure the success of customer engagement initiatives. Continuously monitor KPIs and provide actionable insights to improve customer experience and business outcomes.

• Customer Insights: Conduct in-depth analysis of customer data and feedback to gain a deep understanding of customer behaviours, preferences, and pain points. Utilise customer insights to drive data-driven decision-making and proactively identify opportunities for improvement.

• Customer Segmentation: Collaborate with the marketing team to segment customers based on their behaviours, preferences, and engagement levels. Develop targeted strategies and personalised communication to enhance customer engagement and loyalty.

• Optimisation Strategies: Work with relevant teams to develop and implement strategies informed by Customer Insights and strategic business objectives for optimising customer journeys and ensuring consistent customer engagement across all channels, including email, social media, website, and mobile apps.

• Cross-Functional Collaboration: Collaborate with various internal stakeholders to ensure alignment on customer engagement initiatives. Work closely with product managers to incorporate customer feedback into product development and enhancement.

• Customer Advocacy: Advocate for the customer within the organisation, promoting a customer-centric culture and ensuring that customer needs are always at the forefront of decision-making processes.

• Customer Feedback Management: Establish mechanisms to collect and analyse customer feedback effectively. Utilise feedback to drive improvements in products, services, and overall customer experience.

• Competitor Analysis: Monitor industry trends and competitors' customer engagement strategies. Stay informed about best practices and emerging technologies in customer engagement to keep the company ahead of the curve.

Ihr Profil

• Proven Experience: At least 2 years of experience in a customer engagement or customer experience management role, preferably in a fast-paced, technology-driven environment.

• Industry Knowledge: Experience in working to bring sustainable technologies to market, or in the energy or energy management sectors will be advantageous.

• Analytical Skills: Strong analytical and problem-solving abilities with the capacity to use data to draw insights, make informed decisions, and drive actions.

• Customer-Centric Mindset: Deep empathy for customers and a passion for creating exceptional customer experiences.

• Communication Skills: Excellent communication and interpersonal skills to collaborate effectively with cross-functional teams and present insights to stakeholders at all levels.

• Project Management: Demonstrated ability to manage multiple projects simultaneously, set priorities, and meet deadlines.

• Strategic Thinking: Proven experience in developing customer engagement strategies aligned with business objectives.

• Data Proficiency: Proficiency in using customer engagement tools, CRM software, and analytics platforms.

• Innovation and Creativity: A forward-thinking mindset with the ability to come up with innovative ideas to enhance customer engagement.

• Bachelor's Degree: A bachelor's degree in a relevant discipline is desirable but not essential.

  Why you'll make a great member of the team

  Personal qualities

• Must be self-motivated, be proactive, have a keen eye for detail, be result-oriented, and have an ability to work and stay calm under pressure

• Excellent spoken English and flexible communication skills are required, like interfacing with suppliers and customers of various backgrounds

• Should be dynamic, problem owner and solver

• Strong communication skills across all levels within the business, with both technical and non-technical people essential

• A creative problem solver with the ability to think laterally and understand the cost and value drivers within a competitive business environment

  Why you'll want to work for us