Client Engagement Manager

6 days ago

Singapore Times Higher Education Full time

**About THE**

Times Higher Education (THE), the leading global authority on university performance, is searching for a motivated and driven individual to join their growing events team. THE’s portfolio of events is a programme of worldwide activity, headed up by our flagship annual Times Higher Education World Academic Summit. This regular series of regional summits and forums brings together pre-eminent global thought leaders across higher education, research, industry and government to share best practice and innovation in the development and leadership of world-class universities and research.

**Basic Scope and Primary Objectives**

Times Higher Education is looking for an outstanding Client Engagement professional to join our growing international team based in Singapore.

You will get the chance to work closely with some of the world’s leading higher education brands, work with internal and external stakeholders and be involved in THE’s operations.

Joining a dedicated customer engagement team, this role will see you working closely with key clients across the APAC region to ensure they get the very best out of the services we provide.

The position offers a great opportunity to grow your project management skills, exercise your problem-solving ability and build strong relationships with clients across the world in a cutting edge business.

The company has very high customer satisfaction levels and it is critical this is maintained. As such, the Client Engagement Manager needs to have exceptional client interaction and handling skills, clear communication skills, a personable nature, lots of integrity, and confidence to make for a superb client experience.

**Key Responsibilities**

Reporting to the Regional Director APAC, the position of Client Engagement Manager (Branding) APAC will be responsible for:

- Onboarding clients and project managing their advertising campaigns
- Acting as a single point of contact for our premium clients
- Identifying cross-sell opportunities during contact with clients
- Order fulfilment for our advertisement bookings via our platforms
- Handhold institutions through the end-to-end process once onboarded
- Altering branding campaign specifications for clients according to their requests
- Generating branding stats/reports for clients on a quarterly basis and collating feedback
- Handling queries and ensuring customers receive a timely and appropriate response
- Analysing customer usage of products and services to identify patterns and gaps for follow up
- Grow accounts and client relationship through proactive regular contact with key users, building trust and driving increased usage of products and supporting client retention
- Collating case studies and general feedback from and sharing with Product team to feed into product improvements
- Contributing to internal FAQs supporting Sales, Customer Support and Product team interactions with customers
- Working closely with internal teams representing the Voice of the Customer
- Contributing to building up a knowledge base for customers based on queries and customer cases studies
- Contributing to the continual improvement of customer support processes
- Perform any other duties as and when assigned by the supervisor
**Essential Skills/Qualifications**
- Strong language skills in oral & written English and Mandarin are required
- Sound understanding of online advertising, web stats and mobile visitors’ behaviour
- Meticulous and professional in stakeholder engagement.
- Ability to build strong relationships with colleagues and clients.
- Excellent communicator.
- Organised and analytical.
- Able to handle multiple projects.
- Switched on and can-do attitude.
- The right to work in Singapore
**Desirable Skills/Qualifications**
- Knowledge of the Higher Education sector would be beneficial.
- 2-3 years relevant experience in a client services, project management or operations role.
- Understanding of local business context and culture in Asia
- Familiarity with MS Office suites (e.g. Excel) and CRM systems (Sales Force, Qlik) is a strength

**_THE are proud to be an equal opportunities employer. We recognise that we are all different. Great strength is born through different perspectives and experiences. That is why we are committed to our mission of creating an inclusive culture that enables our people to feel able to bring their whole selves to work. We are proud to be part of the Global Equality Collective and a mindful employer to help support THE achieve this._**

**Benefits**:

- Flexible schedule
- Health insurance
Schedule:

- Monday to Friday

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