Customer Engagement Manager (m/f/d)
Job Summary
Job Description
As a Customer Engagement Manager, you will strategically develop and implement customer loyalty and interaction measures. This involves close collaboration with sales, marketing, and product management to ensure a holistic customer experience. Key responsibilities include analyzing the customer journey, identifying optimization potential, and executing targeted campaigns like webinars and newsletters. You will utilize CRM and marketing automation tools for segmentation and personalization, develop strategies to reduce customer churn, and oversee NPS measurements, collecting and evaluating customer feedback and insights. This role requires a degree in marketing or business, at least 3 years of B2B marketing/CRM experience, and strong analytical and communication skills.
Must have:
- Develop and implement customer engagement strategies for business customers
- Analyze customer journey and identify optimization potential
- Plan and execute targeted campaigns (e.g., webinars, events, newsletters)
- Collaborate closely with Key Account Management, Sales, and Product Management
- Utilize CRM and marketing automation tools for segmentation and personalization
- Develop and implement measures to reduce customer churn
- Oversee NPS measurements, collect and evaluate customer feedback and insights
Perks:
- Permanent employment from the start
- Mobile working & flexibility: 3 days per week mobile working (Home Office) and flexible working hours
- Flexible work abroad: Up to 20 days within twelve months working abroad
- Rest & time off: 30 vacation days plus free on Rose Monday, Christmas Eve, and New Year's Eve
- Celebrate together: Summer party with Family & Friends, Christmas party, and regular after-work events
- Show commitment: 1 additional day off per year for your volunteer work (Volunteer Day)
- Company pension scheme
- Well-equipped home office: Budget for IT equipment (300 Euros)
- Stay healthy: regular health offers
- Promote further development: E-learning via LinkedIn, online language training with goFluent, and other training and development opportunities
- Modern on-site work: attractive office in Hürth near Cologne with a roof terrace, ergonomic workstations, e-charging stations with discounted electricity, and fresh fruit, water, tea & coffee
- Good arrival: Structured onboarding with mentor program and Welcome Day
10 skills required
Job Details
Your Tasks
As a Customer Engagement Manager (m/f/d), you are responsible for the strategic development and implementation of measures for customer loyalty and interaction. You work closely with sales, marketing, and product management to create a holistic customer experience.
- Development and implementation of customer engagement strategies for business customers
- Analysis of the customer journey and identification of optimization potential
- Planning and execution of targeted campaigns (e.g., webinars, events, newsletters)
- Close collaboration with Key Account Management, Sales, and Product Management
- Use of CRM and marketing automation tools for segmentation and personalization
- Development and implementation of measures to reduce customer churn
- Overall responsibility for NPS measurements, as well as collection and evaluation of further customer feedback and insights.
Your Profile
- Completed degree in Marketing, Communication, Business Administration or similar
- At least 3 years of professional experience in B2B marketing, customer management or CRM
- Experience in using digital tools and platforms (e.g., Salesforce)
- Very good communication skills in German and English
- Strategic thinking and high customer orientation
- Strong analytical skills and experience in handling data
- Team player with initiative and organizational talent
Our Benefits
- Permanent employment from the start
- Mobile Working & Flexibility: 3 days per week mobile working (Home Office) and flexible working hours
- Flexible work abroad: Up to 20 days within twelve months working abroad
- Rest & Time Off: 30 vacation days plus free on Rose Monday, Christmas Eve, and New Year's Eve
- Celebrate Together: Summer party with Family & Friends, Christmas party, and regular after-work events
- Show Commitment: 1 additional day off per year for your volunteer work (Volunteer Day)
- Company Pension Scheme
- Well-equipped Home Office: Budget for IT equipment (300 Euros)
- Stay Healthy: Regular health offers
- Promote Further Development: E-learning via LinkedIn, online language training with goFluent, and other training and development opportunities
- Modern On-site Work: Attractive office in Hürth near Cologne with a roof terrace, ergonomic workstations, E-charging stations with discounted electricity, and fresh fruit, water, tea & coffee (for a virtual tour, click here: Wolters Kluwer Deutschland GmbH Hürth (lto.de))
- Good Arrival: Structured onboarding with mentor program and Welcome Day
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About The Company
Wolters Kluwer (EURONEXT: WKL) is a global leader in professional information, software solutions, and services for the healthcare, tax and accounting, financial and corporate compliance, legal and regulatory, and corporate performance and ESG sectors. We help our customers make critical decisions every day by providing expert solutions that combine deep domain knowledge with specialized technology and services.
Wolters Kluwer reported 2022 annual revenues of €5.5 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 20,000 people worldwide. The company is headquartered in Alphen aan den Rijn, the Netherlands.
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