Customer Engagement Champion

Job description

Purpose of Role:

The Customer engagement champions role is to proactively manage and convert incoming and outbound leads by delivering high-quality client engagement. This role ensures potential customers are effectively qualified, nurtured, and seamlessly handed over to the appropriate sales or partner teams. By focusing on consistent follow-up, customer satisfaction, and accurate lead tracking, the Champion plays a vital role in improving lead conversion rates, enhancing customer experience, and driving overall business growth.

You will thrive in this role if :

• You enjoy connecting with people and building relationships through proactive communication.

• You are driven by purpose and take pride in delivering exceptional customer experiences.

• You have a natural ability to multitask, stay organized, and work methodically through high volumes of leads without losing attention to detail.

• You are solutions-oriented, enjoy uncovering client needs, and are motivated by the idea of turning a potential customer into a loyal user.

• You are collaborative and communicative, comfortable working closely with sales and partner teams to achieve shared goals.

• Proactively contact new leads from marketing campaigns to qualify interest, assess trading potential, and connect them to the appropriate sales or service teams.

• Make follow-up outbound calls to clients who have signed up but haven’t yet traded, offering support and encouraging activation.

• Contact clients post-purchase to ensure satisfaction, provide ongoing support, and strengthen long-term engagement.

• Facilitate the handover of qualified leads to the correct Sales or Partner Agents and track follow-up to ensure continuity.

• Maintain accurate records of all customer interactions, lead outcomes, and client information in the CRM system.

• Provide campaign performance reports and insights to sales and marketing teams, highlighting trends, objections, and conversion opportunities.

• Help execute targeted outreach campaigns, such as product promotions or re-engagement initiatives.

• Monitor client satisfaction and escalate concerns as needed to ensure a seamless customer experience.

• Serve as the first point of engagement for prospective traders and a key retention partner for existing ones.

What you’ll do…

• Proactively contact new leads from marketing campaigns to qualify interest, assess trading potential, and connect them to the appropriate sales or service teams.

• Make follow-up outbound calls to clients who have signed up but haven’t yet traded, offering support and encouraging activation.

• Contact clients post-purchase to ensure satisfaction, provide ongoing support, and strengthen long-term engagement.

• Facilitate the handover of qualified leads to the correct Sales or Partner Agents and track follow-up to ensure continuity.

• Maintain accurate records of all customer interactions, lead outcomes, and client information in the CRM system.

• Provide campaign performance reports and insights to sales and marketing teams, highlighting trends, objections, and conversion opportunities.

• Help execute targeted outreach campaigns, such as product promotions or re-engagement initiatives.

• Monitor client satisfaction and escalate concerns as needed to ensure a seamless customer experience.

• Serve as the first point of engagement for prospective traders and a key retention partner for existing ones.

Requirements

Qualifications and Experience

• A Matric certificate is required

• Relevant tertiary qualification in Business, Marketing, Customer Service, or a related field is advantageous.

• 1–2 years’ experience in a customer engagement, sales preferably in a fintech, retail, or customer care environment.

• Experience working

Industry Knowledge

• Deep understanding of our industry in South Africa.

• Familiarity with regulatory frameworks, pricing dynamics, and competitor landscape.

Posted on 18 Feb 08:49, Closing date 18 Apr