Client Engagement Manager
Hong Kong
Commercial – Customer Success / Customer Service /
Full-time /
Hybrid
Our client is an UK-based consulting business that provides data/intelligence platforms to Retail, FMCG, and Consumer Goods clients. They are ambitiously expanding their APAC presence this year. They are now looking for a Client Engagement Manager to support their largest client in Hong Kong. It's a startup environment in Hong Kong so this role offers much autonomy and flexibility.
What You Will Do
- Assess a range of different questions & issues that platforms users bring to you, categorising them based on whether they are technical or related to how platform is being used
- Assess severity of any issues impacting platform, prioritising accordingly and linking to our global product team to resolve the issue efficiently and with minimal impact to end users.
- Understand the role that customer-data plays in helping the stakeholder make decisions through the platform.
- Know how the platform can be used to answer the stakeholder’s business questions and field basic questions in a way that upskills end users.
- Builds strong relationships with Platform users across the banners, categories & support functions.
- Supports the rollout of a structured training program with close collaboration with the stakeholder’s Learning & Development department.
- Help in the development of a library of content that Platform users can use to supplement their training.
What You Will Need
- Bachelor’s Degree in Business, Information Technology, Computer Science or equivalent
- Retail experience or experience with data-focused products is advantageous
- User Engagement or Customer Support experience beneficial
- Strong communication and stakeholder management skills, being able to manage priorities between different business areas
- Experience operating in a fast-paced environment, and helping to drive business change
- Ability to work effectively both independently and collaboratively within a team
- Fluency in Cantonese, Mandarin and English
- Less experienced candidate will be considered as Client Engagement Executive
