Customer Engagement Executive

Collect, cleanse, validate, and integrate data from multiple sources (CRM, surveys, IoT, and operational systems).

• Analyze customer engagement data to identify trends, patterns, correlations, and root causes.
• Translate complex data into clear, actionable insights to support decision-making.
• Conduct deep-dive analyses on customer satisfaction, complaints, service efficiency, and engagement performance.
• Support predictive and trend analysis to anticipate customer needs and improve service delivery.
• Develop, maintain, and enhance dashboards covering key metrics (CSAT, NPS, SRs, SLA, conversion, retention).
• Design and manage interactive dashboards using tools such as Power BI or Tableau.
• Present data in a clear, intuitive, and decision-oriented format for different stakeholders.
• Produce accurate and timely weekly, monthly, and executive-level reports.
• Automate recurring reports and improve reporting efficiency.
• Monitor and analyze customer feedback across multiple channels (surveys, complaints, call center, digital platforms).
• Track response rates and recommend improvements to data quality, participation, and customer experience.
• Collaborate with cross-functional teams to ensure data accuracy, consistency, and integration across systems.
• Define, track, and report on KPIs, including SLA compliance and performance of engagement initiatives.
• Identify opportunities for automation and continuous improvement, and support implementation of new tools (e.g., Genesys Cloud) while promoting a data-driven culture.
• Perform any other duties and responsibilities assigned by the Line Manager or Management, in line with organizational priorities and business requirements.