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As the Awards Engagement Lead, you will manage relationships with entrants to the prestigious Awards, guiding them through the entry process and ensuring they have a seamless experience.
You will oversee day-to-day customer support, manage a team, and contribute to program growth by implementing strategies to drive customer engagement.
You will develop effective strategies to engage customers, build strong relationships, and ensure repeat entries. You'll also analyse customer behaviour and market trends to identify opportunities to improve customer engagement.
Key accountabilitiesCustomer Relationship Management:
? Lead customer interactions and support. Oversee daily support for customers, guiding them on entry requirements and resolving queries to ensure a seamless experience throughout the Awards process.? Build and nurture strong relationships with customers, understanding their objectives and addressing their needs to encourage repeat entries and positive engagement.? Provide guidance on crafting compelling award submissions, and ensuring compliance with submission requirements.
Leading & nurturing a high performance team:? Manage and develop a team, providing guidance, support, and training to ensure high performance, effective collaboration, and alignment with Awards program objectives.
Value Creation: ? Develop and maintain a database of prospective entrants through targeted outreach, email campaigns, and relationship-building.? Collaborate with Marketing team and wider business to achieve revenue targets associated with awards entries.
Market Research and Strategy:? Stay updated on trends and innovations in the fintech and financial services industries industries to tailor award opportunities to client needs.? Recording and sharing customer insights, documenting key interactions and feedback, and providing updates to support continuous improvement of the Awards and customer experience.
Operational Excellence:? Develop expertise on our entry system, website, and materials, enabling you to assist the team and customers with both general and specific queries, ensuring they have a seamless experience.? Tracking and reporting on progress, attending team meetings to relay valuable customer feedback, and highlighting any challenges in order to maintain smooth operations.? Ensure all award entries are submitted accurately and on time, meeting all technical and quality standards.? Coordinate with internal teams to streamline the awards process and address any challenges.? Overseeing administrative tasks, including managing entry withdrawals processes, reallocations, and deadline extensions to ensure smooth program operations.
Handle actively welcomes applicants from under-represented backgrounds - we pride ourselves on attracting the best talent for every opportunity through a commitment to equality, diversity and inclusion.
