Customer Engagement Manager at Ruff n Tumble

Role Overview

The Customer Engagement Manager is responsible for developing and implementing strategies that enhance customer satisfaction, loyalty, and lifetime value across all customer touchpoints. This role will ensure that Ruff 'n' Tumble delivers an exceptional and consistent customer experience that reflects the brand's premium positioning and fosters a vibrant community of parents and families who love our brand.

Key Responsibilities

Customer Experience Strategy

• Develop and implement a comprehensive customer engagement strategy to improve satisfaction, retention, and repeat purchases across retail and digital channels
• Gather insights and monitor customer feedback and sentiment through surveys, outbound calls, focus groups, and store-level reports to continuously improve the customer journey, ensuring seamless interactions from discovery to post-purchase
• Establish customer experience benchmarks and KPIs for in-store, online, and customer service interactions

Customer Relationship Management (CRM)

• Ensure prompt responses and effective resolutions to enquiries and complaints from customers
• Manage the CRM database to track, analyse, and leverage customer data for segmentation, targeted marketing, and personalizations that enhance customer lifetime value
• Collaborate with marketing and IT teams to automate and optimise customer communication workflows (email, SMS, WhatsApp, loyalty programs, etc.)

Loyalty and Retention Programs

• Design and execute community-building initiatives including loyalty programs, referral schemes, VIP experiences, and brand ambassador programs
• Partner with the marketing and retail teams to execute exclusive experiences and offers for top-tier customers

Premium Brand Excellence

• Champion a customer-centric culture across the organisation by training and auditing each department using the internal Premium Brand Audit Checklist