Customer Engagement

2 months ago

Bengaluru, India Pinkerton Full time

Job Summary:

The Customer Engagement & Experience Manager, assigned to one of Pinkerton's largest global clients, will be responsible for creating and implementing strategies to continuously improve customer and stakeholder satisfaction. The Manager develops programs and initiatives to ensure a seamless and positive customer journey, drive engagement, and build strong relationships between Global Corporate Security (GCS), its customers, and stakeholders.

Essential Functions:

Represent Pinkerton's core values of integrity, vigilance, and excellence. Develop and implement a customer experience strategy that aligns with GCS objectives and enhances overall customer satisfaction. Design and oversee customer engagement initiatives including customer feedback systems as well as the planning and execution of reach-out activities. Analyze and map the customer journey across all touchpoints to identify pain points and opportunities for improvement. Work closely with business teams and leaders and GCS stakeholders to ensure a unified and consistent customer experience. Collect and analyze customer feedback through surveys, reviews, and other channels to gain insights into customer needs and expectations. Utilize data analytics to monitor customer behaviors, preferences, and trends while providing actionable business insights. Coordinate with the in-house Learning & Development team to suggest ways to improve customer service and support customer-centric practices specific to guardforce management. Conduct guardforce training on the behavioral aspects of customer service delivery. Oversee the development of customer communications and ensure clarity, consistency, and alignment with the GCS objectives. Establish and monitor key performance indicators (KPIs) related to customer engagement and experience. Identify areas for continuous improvement in customer engagement and experience and drive initiatives to enhance the customer journey. All other duties, as assigned.

Education, Experience, and Certifications:

Bachelor's degree with three to five years within a customer success/engagement related role which included leadership responsibilities. Pinkerton is an inclusive employer that seeks candidates with diverse backgrounds, experiences, and perspectives.

Competencies:

Able to interpret data and translate it into actionable strategies. Excellent written and verbal communication skills. Able to build respectful and trusting relationships with customers and internal teams. Creative thinker with a passion for proactively enhancing customer experiences. Able to manage multiple projects and priorities in a fast-paced environment. Customer focused and results driven. Able to analyze roadblocks or pain points and appropriately recommend solutions. Able to effectively participate within and/or lead cross-functional initiatives. Serve as a positive leader. Attentive to details and accuracy. Computer skills; Microsoft Office and Customer Experience Management (CRM) software.

Working Conditions:

With or without reasonable accommodation, requires the physical and mental capacity to effectively perform all essential functions;

Regular computer usage. Occasional reaching and lifting of small objects and operating office equipment. Frequent sitting. Travel, as required. *Current employees include Pinkerton and all Securitas divisions.

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