Customer Engagement Coordinator

Join Our Team as a Customer Engagement Coordinator!

If you have a knack for outbound calling and a passion for helping professionals advance their careers, this role is perfect for you.

As a Customer Engagement Coordinator, you will be at the heart of delivering CIMSPA’s strategy. Your mission? To optimise customer lifetime value (CLV) through upselling professional status, increasing reaccreditation, and boosting engagement. You'll help sport and physical activity professionals take their careers to the next level.

The role will have set targets for the number of calls, for income generation, reaccreditation and engagement. There will be the expectation for the Customer Engagement Co-ordinators to meet set objectives for CPE (cost per experience), real-time and schedule adherence, shrinkage and ACW (after call work).

This highly accountable role is focused on the account management of customer relationships, lead management and conversion processes with the objective of proactively engaging customers to help them gain best value from their relationship with CIMSPA and to upgrade their professional status through an omnichannel customer journey.

The role involves providing direct support to customers and potential customers, focusing on outbound calling to engage customers in advancing their professional status and career, and account managing customers to ensure they receive personalised support and guidance.

The Co-ordinators will work within CRM account management processes to upsell, enhance customer engagement and satisfaction, and convert customer opportunities. The role will also require the successful candidates to plan, organise and support the delivery of regular customer webinars (live and on-demand). The Co-ordinators will also be expected to support closed-loop action processes in relation to customer voice.

Key tasks include but are not limited to:

Outbound Calling

• Conduct outbound calls to customer to provide support and encourage them to increase their professional status and advance their careers.
• Instigate contact with leads with the objective of converting them to upgraded professional status and optimising CLV (customer lifetime value).
• Develop and utilise call scripts and strategies to effectively engage customers.
• Track and report on the outcomes of outbound calling activity alongside CCR (call centre reporting) procedures.

Account Management

• Manage a portfolio of customers and leads, providing personalised support and guidance to enhance their engagement and achieve retention, income and recruitment targets.
• Pro-actively provide advice on career development opportunities, CPD, qualifications and training to encourage customers to advance their professional status.
• Work closely with the Customer Engagement Manager to develop and implement strategies for improving customer relationships, lead conversion and engagement.

Customer Support

• Serve as a primary point of contact for customer enquiries, providing timely and accurate responses.
• Maintain accurate records of customer interactions in the CRM system.
• Respond to inbound communications from a variety of channels such as calls, emails, web enquiries, social media, Whatsapp, online chat.

Communication

• Collaborate with the Marketing and Communications team to create and distribute engaging content for designated customer segments.
• Collaborate with the Accreditation team to ensure that new customers and those advancing professional status are onboarded effectively.
• Collaborate with the partnerships team to link customer engagement activity with employers supporting employer onboarding
• Collaborate with the education team to understand and offer appropriate learning and development opportunities to customers at each stage of their journey.
• Represent CIMSPA at online and inperson events across the UK.

Data Management

• Undertake activity based on Dynamics CRM dashboard schedule.
• Track and report on customer engagement metrics for accounts managed.
• Utilise Dynamics CRM to manage customer data and track interactions.
• Assist in the preparation of reports on customer trends and engagement activities.

For further information, please click here to view CIMSPA's Accreditation Coordinator job description.

Salary: £27,092 - £27,865 per annum

The closing date for applications is Monday 28th April 2025 at 5pm.
Interviews will be held in Loughborough on Wednesday 7th May 2025.