Assistant Manager

EXL; Cape Town; On-site; ZAR 420,000 - 540,000; Full time

Job summary

EXL is seeking an Engagement Lead to bring two target audiences together in a better relationship, aligning the organization's mission and expectations.

The role involves understanding audience perspectives, developing engagement plans, and collaborating with cross-functional teams to drive initiatives that enhance experiences for members, applicants or clients. Travel and client-facing time are common aspects of the role.

Qualifications

• The statements describe roles and responsibilities rather than specific requirements.

Responsibilities

• Bring two target audiences together in a better relationship.
• Improve client relationships, reduce churn, and potentially upsell services.
• Influence the experience of the target audience.
• Understand the perspective, wants, needs and priorities of the target audience to improve interaction with the organization.
• Develop engagement plans and potentially manage service delivery, budgets or projects.
• Handle billing or invoicing and work with HR on employee engagement programs.
• Identify potential partners and educate the audience.
• Utilize tools to improve provider-audience relationships and collaborate with cross-functional teams.
• Analyze data to determine effective audience engagement techniques and areas for improvement.
• Travel off-site and maintain substantial client-facing or candidate-facing time.

Job description

An Engagement Lead is responsible for bringing two target audiences together in a better relationship. This could mean serving as a Membership Engagement Manager, whose primary responsibility is to successfully manage the relationship between the dues-paying members or volunteers in an organization and the organization’s mission and purpose. Or, it could require working as a representative of a company, engaging with job applicants and in the marketplace, in order to build the goodwill that attracts top talent.

There are Engagement Specialists working to improve client relationships within a corporate setting. Their job is to reduce client churn, while possibly upselling new services to existing clients. Engagement Specialists also work on large client projects where the success of their company’s deliverable depends on the buy-in of all client stakeholders. In a business, the Engagement Specialist may be working actively to help positively influence corporate culture and to ultimately retain talent.

The work of an Engagement Specialist in any of these roles requires the ability to influence the experience of the target audience. The role may include troubleshooting any problems between the target audience and the sponsoring organization.

The Engagement Specialist must work to understand the unique perspective of the target audience, and their wants, needs, and priorities, in order to improve their interaction with the company or organization. The role typically requires the development of an engagement plan that could include activities designed to build these relationships. The role may also require service delivery, and budget or project management. They may handle billing or invoicing or even work with HR to develop employee engagement programs. Typically, they must identify potential partners in these endeavors. They may spend time educating a target population or coordinate activities to reach this target audience.

The Engagement Specialist will identify and utilize tools designed to improve the relationship between provider and audience. They will collaborate closely with cross-functional teams. They may also analyze data to determine which audience engagement techniques are succeeding and which ones need to be revamped.

This work may require travel off-site, and it usually requires a lot of client-facing (or candidate-facing) time.