Client Engagement Manager

Hong Kong
Commercial – Customer Success / Customer Service /
Full-time /
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