Customer Engagement Officer

Overview

We are seeking a highly motivated and experienced Customer Engagement Officer to join our dynamic team. In this role, you will be responsible for developing and implementing strategies to enhance the overall customer experience, foster strong relationships with our clients, and drive customer loyalty and satisfaction. You will work closely with cross-functional teams to ensure seamless communication, efficient problem-solving, and the successful execution of customer-centric initiatives.

Specific Responsibilities

Customer Engagement:

• Serve as the primary point of contact for customers, providing exceptional customer service and addressing inquiries, concerns, and feedback in a timely and effective manner.
• Work together with our installation team and householders to ensure the seamless scheduling of rainwater tank installations.  
• Maintain detailed records of customer interactions, gather customer feedback and insights.  Make sure the outputs are communicated to the relevant teams to ensure continuous improvement. 
• Develop and maintain strong relationships with key customers, understanding their needs and preferences, and proactively addressing their concerns.
• In collaboration with the Marketing Consultant, organise and organise and actively participate in community events and workshops to build relationships between organisations, stakeholders and communities.  This may include site visits to key target communities to participate in engagement activities.
• Work together with the Our Rainwater team to support and engage with customers throughout the sign-up process on the Our Rainwater platform making sure the findings are used to inform product development.
• Collaborate with the Chief Operating Officer, the Marketing Consultant and the product development team to ensure a consistent and cohesive customer experience across all touchpoints.  Identify areas for improvement and ensure the insights are used to drive appropriate actions within the organisation.
• Working in collaboration with the Chief Operating Officer and the Marketing Consultant, analyse customer data and feedback to identify trends, pain points, and opportunities for improvement, and implement strategies to enhance the customer experience.  Use data to make informed decisions and optimise communication strategies and enhance the customer experience. 

Content Creation:

• In collaboration with the Marketing Consultant, coordinate the development of engaging and relevant content for various communication channels such as websites, social media, newsletters, and press releases.
• Develop and create engaging and relevant content for various communication channels such as websites, social media, newsletters, and press releases.
• Write, edit, and proofread content to ensure accuracy, consistency, and adherence to Our Rainwater’s tone and style.
• Identify opportunities to repurpose content across different platforms to maximise reach and impact.

Social media management: 

• In collaboration with the Marketing Consultant, manage Our Rainwater’s social media platforms, including creating, scheduling, and publishing posts.
• In collaboration with the Our Rainwater team, monitor social media channels for trends, mentions, and engagement opportunities, and respond appropriately.
• Monitor and analyse key performance metrics for communication initiatives, such as website traffic, social media engagement, and email open rates.  Provide insights and recommendations for continuous improvement. 

Public Relations:

• Work in collaboration with the Our Rainwater team to prepare copy and content for the Our Rainwater platform.
• Work in collaboration with key stakeholders to prepare and distribute press releases, media kits, and other materials to promote community engagement activities and Our Rainwater initiatives. 
• Stay informed about industry trends, best practices, and emerging technologies in customer engagement, and implement innovative strategies to stay ahead of the competition.

Other reasonable duties that the company may occasionally require to support other project and/or consultancy activities.

Essential Skills, Experience and Knowledge

• Excellent communication and interpersonal skills, with the ability to effectively interact with customers from diverse backgrounds.
• Proven track record of developing and implementing successful customer engagement strategies.
• Passion for delivering exceptional customer experiences and a genuine interest in understanding and addressing customer needs.
• Good planning and organisational skills.
• Undertake tasks with a positive attitude, generate enthusiasm and develop an effective team working culture.
• Ability to break down barriers and build lasting beneficial relationships.
• Demonstrate confidence, establish credibility and maintain trust.
• Ability to take a proactive, pragmatic and positive approach to problem solving.
• Strong report writing, presentation and analytical skills.
• Experience of working to deadlines with excellent planning and organisational skills.
• Ability to effectively communicate and present solutions to a range of different stakeholders. 

Qualifications and Skills:

Experience of working in the communications and engagement field and able to demonstrate continuous professional development; or a first- or second-class honours undergraduate degree and/or higher degree (MSc/PhD) or equivalent.