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Digital Customer Engagement Specialist



Customer Service
Reading, UK
Posted on Saturday, February 10, 2024

Purpose of role

As a Digital Customer Engagement Specialist your role is to share relevant and regular digital content with our global customer base, ensuring customers feel part of the Keyloop family and use our products to best effect. You will play a pivotal role in designing and executing a digital engagement strategy where success hinges on your skills in proactive customer engagement to increase product adoption, reduce support cases, and enhance the overall customer experience to retain customers. Your efforts will directly impact customer retention metrics and contribute to the overall success of our customer-focused initiatives.

The role will involve the need for a flexible approach, independent and TEAM working, collaboration with key stakeholders from many other departments and a strong ability to communicate across a range of cultures.

Key Duties & Responsibilities

  • Design and execute a digital engagement strategy for Customer Enablement delivering regular and tailored outbound content to ensure customers feel informed.
  • Align playbooks and content to support digital touchpoints and/or customer interaction channels.
  • Execute programmatic or just-in-time actions based on customer milestones, insights, or early warning indicators, responding to risks or opportunities identified.
  • Work with centralised teams to drive data integrity and normalization.
  • Design and work with centralised reporting team for the Customer Enablement leadership presenting relevant insights and trends.
  • Contribute and coordinate on projects related to digital innovation with no roadmap and/or insights generated.
  • Drive internal change management, communications, and enablement activities.
  • Any other duties commensurate with the grade and level of responsibility of the role.

Skills / Knowledge & Experience

  • Tech-savy, data driven and operationally minded.
  • Passion for enhancing customer experience.
  • Demonstrate a Customer Success philosophy and understanding of how digital engagement supports it.
  • Ability to communicate and collaborate across geographies.
  • Comfortable with influencing cross-functional teams to build plans and content.
  • Possess a solution mindset and a clear understanding of customer/end user priorities.
  • Proficient in creating digital communication content.
  • Utilize data to build and make decisions for future initiatives.
  • Focus on building trust and integrity with strong communication skills.