Consumer Engagement Manager

Primary Responsibilities

The Engagement Manager serves as a key resource for driving agent engagement, consumer experience, and performance improvement initiatives. This role partners closely with operations leadership, supervisors, coaches, and client stakeholders to create a positive and productive work environment.

Core Responsibilities:

• Drive execution of the Agent Experience (AE) program in alignment with established SOPs.
• Coordinate and manage contests sponsored by both the client and internal leadership.
• Maintain branding, signage, and visual communications that promote engagement and performance.
• Develop and maintain recognition programs, leaderboards, rankings, and performance celebrations.
• Recognize and reward positive consumer feedback, including survey results.
• Manage and distribute approved swag, incentives, and recognition awards.
• Drive new hire engagement activities, including:
  • Welcome communications
  • Trainee recognition programs
  • Graduation celebrations
  • Engagement activities throughout training
• Review unfavorable survey results by:
  • Listening to recorded interactions
  • Identifying performance opportunities
  • Partnering with supervisors and coaches on corrective actions
  • Supporting outreach efforts and coaching plans as needed
• Analyze performance trends using reporting tools.
• Provide recommendations to supervisors and coaches on strategies to improve sales performance, engagement, and consumer satisfaction.
• Prepare reports and presentations on engagement activities, performance trends, and program outcomes.
• Partner with operational and client leadership to manage expectations and support overall program success

Qualifications:

• Passion for delivering an outstanding consumer experience.
• Creative and innovative approach to building a positive, motivating culture for agents.
• Strong interpersonal skills and ability to connect with individuals at all levels.
• Demonstrated history of stable work experience.
• Proficiency with computer systems and Windows-based applications, with the ability to quickly learn and navigate complex platforms.
• Excellent verbal and written communication skills.
• Strong organizational and multitasking abilities.
• Ability to understand and support multiple products and benefit structures.
• Ability to remain focused and productive while performing repetitive tasks.
• Self-motivated, ambitious, and results-oriented.
• Outgoing personality with a positive, high-energy approach.
• Group Retiree Programs: Knowledge of Group Retiree resources and processes preferred.

Minimum Requirements

• Bachelor's degree in Business, Marketing, Communications, Human Resources, or a related field preferred.
• Minimum of four (4) years of experience in customer service, employee engagement, operations, training, sales support, or a related field.
• Demonstrated experience creating employee engagement and recognition initiatives.
• Strong problem-solving and conflict-resolution skills.
• Excellent communication and relationship-building abilities.
• Ability to work independently while managing multiple priorities in a fast-paced environment.
• Experience analyzing performance metrics and translating insights into actionable recommendations.
• Strong attention to detail and organizational skills.

Certifications / Training Requirements

• Trainer Content Certification or completion of designated New Hire Agent Training.
• Attendance at required client-designated training location(s) as assigned.
• Completion of client mandated training.

Systems Experience Required

• Microsoft Office Suite:
  • Word
  • Excel
  • PowerPoint
  • Outlook
  • OneNote
• Ability to learn and navigate multiple operational and client-specific systems.