RELX Group Customer Engagement Manager in Sydney, Australia

Customer Engagement Manager

Category: Marketing

Location: Sydney, Australia

Elsevier is a division of RELX group and a world-leading provider of information solutions that enhance the performance of science, health, and technology professionals, empowering them to make better decisions, deliver better care, and sometimes make ground-breaking discoveries that advance the boundaries of knowledge and human progress.

Reporting to the Head of Clinical Solutions, the Customer Engagement Manager is at the coal-face with our customers and needs an energetic and customer focused professional to be able to engage with our customers and build engagement with our solutions in ways others can’t. We are looking for an ambitious and confident individual looking to step up to a more senior customer engagement/loyalty role in this rare job share opportunity. Working 2.5 days, you will work closely with our Sales team and our valued Customers, and balance the more strategic/tactical elements of the role with the hands-on customer facing requirements, in order to drive further product adoption, awareness and usage resulting in higher customer trial conversion, renewal and retention rates.

Key responsibilities:

  • Develop and deliver theappropriate customer engagement retention strategies

  • Collaborate with our Sales team as youtrack and monitor product usage statistics and build a comprehensive view ofaccounts

  • Define customer segments in terms ofsupport level required, value and retention risk, and determine appropriatelevel of investment and corrective action required

  • Collaborate with the marketing team to developand execute digital marketing campaigns where appropriate, and measure ROI

  • Develop and deliverintroductory training programs with end users or facilitate these session withinternal product managers and sales teams

  • Develop and maintainstrong relationships with customers and foster product user communities throughonsite visits, trade shows, conferences and other public events.

To be considered for this role you will need to possess:

  • 3-5 years’ experiencein training delivery and/or customer support roles with a proven track recordof creating and delivering customer retention and loyalty programs

  • Excellentrelationship-building skills at all levels, both internally and externally

  • Excellentcommunications skills, written and verbal

  • Strong time andproject management skills, with a proactive nature and drive to succeed

  • 2-4 years’ experienceworking with universities or hospitals delivering customer focused solutions orservices

This is a fantastic opportunity to take ownership of our key engagement and loyalty strategies, and work closely with a variety of internal and external stakeholders. In return you can expect a dynamic and varied role in a growing and ambitious business, which will expose you to the latest digital and book publishing initiatives.