About Us:
Our culture is based on connection, and that fuels our outstanding performance. At BroadPath, we maintain and nourish a commitment to home-based talent and innovative workforce technology that enables us to deliver unrivaled quality, flexibility, and transparency. We believe in meeting our associates where they are, be it in geography or career development. Our proprietary platform visually connects the members of each home-based client team, fully unleashing the skills and motivation of the industry’s best workforce and enabling our associates to reach their full potential. BroadPath is where connection happens.
Overview:
BroadPath is immediately hiring an Consumer Engagement Manager to join our team. Our Consumer Engagement Manager will be responsible for developing and executing strategies to enhance employee experience and engagement. This role requires a dynamic leader with a deep understanding of employee behavior, excellent communication skills, and the ability to foster strong relationships with both clients and internal teams. The Consumer Engagement Manager will oversee sales agents, manage client feedback processes, and implement initiatives to drive employee and client satisfaction.
Responsibilities:
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Develop and implement comprehensive consumer engagement strategies aligned with company goals.
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Analyze market trends, customer feedback, and competitive landscape to inform engagement strategies.
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Monitor and enhance clients experience across all touchpoints.
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Identify and resolve clients pain points to improve overall satisfaction.
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Implement client/ employee feedback mechanisms and use insights to drive continuous improvement.
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Lead, mentor, and develop sales agents
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Set performance objectives, conduct regular performance reviews, and provide ongoing training and development.
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Collaborate with cross-functional teams including marketing, sales, and product development to ensure a cohesive consumer engagement approach.
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Communicate effectively with stakeholders at all levels, providing regular updates on engagement metrics and initiatives.
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Oversee the planning and execution of consumer engagement projects and campaigns.
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Manage project timelines, budgets, and resources to ensure successful delivery.
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Utilize data analytics to measure the effectiveness of engagement initiatives.
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Prepare and present detailed reports on consumer engagement metrics and ROI.
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Act as a champion for customers within the organization, advocating for their needs and interests.
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Develop and maintain a customer advocacy program to build strong relationships and loyalty.
Qualifications:
- Bachelor’s degree in Business Administration, Marketing, Communications, or a related field.
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Minimum of 4 years of experience in a consumer engagement, customer service, or related role, preferably within the BPO industry.
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Proven track record of developing and executing successful consumer engagement strategies.
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Strong leadership and team management skills.
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Excellent communication, interpersonal, and presentation skills.
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Proficient in data analysis and using customer relationship management (CRM) software.
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Ability to think strategically and translate insights into actionable plans.
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Strong problem-solving skills and a customer-centric mindset.
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Customer Focus: Understands customer needs and ensures they are met with high-quality service.
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Strategic Thinking: Develops strategies that align with business goals and drive customer engagement.
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Leadership: Inspires and motivates team members to achieve high performance.
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Analytical Skills: Interprets complex data and metrics to make informed decisions.
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Communication: Communicates clearly and effectively with various stakeholders.
Diversity Statement:
At BroadPath, diversity is our strength. We embrace individuals from all backgrounds, experiences, and perspectives. We foster an inclusive environment where everyone feels valued and empowered. Join us and be part of a team that celebrates diversity and drives innovation!
Equal Employment Opportunity/Disability/Veterans
If you need accommodation due to a disability, please email us at HR@Broad-path.com. This information will be held in confidence and used only to determine an appropriate accommodation for the application process
BroadPath is an Equal Opportunity Employer. We do not discriminate against our applicants because of race, color, religion, sex (including gender identity, sexual orientation, and pregnancy), national origin, age, disability, veteran status, genetic information, or any other status protected by applicable law.
Compensation: BroadPath has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position. The actual salary for this role may vary by location.