Role Description
Role:Corporate Engagement Manager
Post No: / Directorate: DCD
Service: People & Customer Development
Grade:41-43 / Reports to: Head of People & Customer Development
Supervises: Corporate Engagement Team
Primary Purpose:
To lead and provide a coordinated, measurable and result driven commercial and social customer engagement programme for Merseytravel that support the Transport for Growth Plan and the delivery of Corporate Priorities.
Outcome / Delivered Through
Satisfied Customers and stakeholders / Delivering and supporting effective and consistent customer engagement and consultation (which includes delivery of key messages) with customers such as Employment and Skills, Community and Education sectors,General Public and Visitor Economy.
Oversee the planning, co-ordination and delivery of effective customer events, consultation, roadshows, Merseytravel attraction (including Tunnel Tours) familiarisation trips/tour guides, engagement and public consultation activities which promote passenger transport and other Merseytravel services and provide customer insight to help the organisation continuously improve the customer offer.
Facilitating partnership working and engagement activities to achieve behavioural change in transport choice through activities and projects promoting the full range of sustainable transport options available.
Effective management of Merseytravel’s Customer Comments and Feedback function.
Management of events that promote passenger transport and our services and ensure we put the customer at the heart of everything we do.
Responsible lead officer to manage and co-ordinate Travel Safe strategy and initiatives activity on behalf of the Travel Safe Board to reduce crime, anti-social behaviour and fraud on the Liverpool City Region Transport network.
Anticipating and meeting customer needs and expectations, enhancing the customer experience.
Developing and maintaining relationships.
Managing an up to date business to business customer contact database linked to Corporate CRM.
To liaise effectively with internal departments.
Effective Communication / The development and delivery of the Customer EngagementTeam plans, policies and procedures.
Communicating to all stakeholders relevant to the Customer Engagement Programme
Providing expert engagement support and guidance, as well as evidenced customer insights to all levels of the organisation e.g. the Chair, Elected Members, Directors and staff.
Responsible for the Customer engagement and communications plan development, including collaboration and co-ordination with other departments within Merseytravel.
Responsible for effective rationalisation and communication of the customer engagement strategy.
Build an excellent reputation for Merseytravel / Securing in all stakeholders relevant to the Customer Engagement Programme, an understanding of the organisation’s purpose and the services that it delivers and facilitates.
Promoting to customers an understanding of the organisation’s purpose and the products and services that it delivers and facilitates.
Ensures all comments and feedback are provided with suitably detailed and timely responses.
Oversee management of events that promote customer benefits associated with using public transport, cycling and walking and promote Merseytravel Attractions.
Projects delivered on time, on budget and providing value for money. / Effective project management.
Effective planning, organising and co-ordinating.
Effective time management.
Resource management and budgetary control.
Effective measurement, monitoring and review processes.
Identification and management of risk.
Analysis and assessment of options.
Supporting/delivering major projects with appropriate consultation programmes where commissioned.
Contract management –procure and create quality contracts, ensuring value for money, organisational risk mitigation, service level agreements
A high performing team / Proactive and effective absence management.
Effective performance management.
Motivating and leading the team.
Managing and supporting employees through change.
Encouraging a learning culture.
Conducting robust and effective recruitment processes.
To deliver and support effective internal communications.
To support the organisation to be open, transparent and accountable, supporting the effective operation of Merseytravel’s Customer Engagement programme.
Resources are used efficiently and effectively to deliver objectives / Development of an annual and quarterly activity and performance measurement plan covering all engagement activity across the team.
An integrated approach to customer engagement activity is co-ordinated and delivered through the engagement team.
Identifying and realising the resources, dependencies and supporting infrastructures required for delivery of service.
Effective tactical and operational planning and decision making.
Regular monitoring and evaluation methods and measures to report the value of the full range of engagement activity.
Support development of organisation capability on ROI / SROI.
Challenging wasteful working practice.
Meetings which are run efficiently.
Full briefs are taken and plans are developed for projects.
Target market/customer led approach in all customer engagement activities
Safe services and workplace / Ensuring compliance with all health and safety legislation.
Addressing health and safety responsibilities.
Adhering to Merseytravel’s Safety Management System.
Continuous improvement of services / A culture of continuous improvement, promoting ownership, accountability and professionalism
Sharing good practice and encouraging ideas e.g. working with the corporate policy team to help shape the development of a customer focused policies, bench-marking inside and outside industry
Involvement with external professional networks.
Services and workplace which are open and accessible to all members of the community / Having an appropriate level of knowledge of equality legislation and how it affects services provided.
Promoting equality and diversity in and through services.
Monitoring service for equality implications.
Delivering equality impact assessments and equality objectives through an action plan.
Innovative products, services and ways of working / Facilitating partnership working and campaigns to achieve innovation in transport choice through activities and projects such as those managed through the LTP & Policy Team. .
Leading commissioned field and desk behavioural change research to gather intelligence to inform the development of the customer offer.
Awareness and promotion of contemporary technological innovation to drive, lead and implement improvement.
Commercial awareness – keeping up to date with developments and trends.
Innovative thinking and acceptance of others idea.
Sustainable services / Compliance with legislation and organisational policy.
Effective short, medium and long term planning to meet planned objectives.
Monitoring, review and improvement of products and services.
Being responsive to the needs of customers.
Commercial and social awareness.
Knowledge, Experience, Qualifications, Behaviours & Skills
Education
Degree level or equivalent, preferred in either;
Communications- marketing, business or media
Community/customer engagement (specialised or general) or similar
Hospitality and/or tourism (specialised or general) or similar
Other role specific relevant qualifications/experience will be considered e.g. more than 2 years’ experience in a similar role
Experience Knowledge
At least 2 years’ experience in a similar customer engagement team management role, industry specific is not essential
Demonstrates an effective approach to customer and stakeholder relationship management in delivering corporate goals
Previous experience of customer feedback response management
Able to evidence managing and using feedback from customers to shape stakeholder activity to improve the customer offer.
Experience of planning and running different types of customer and corporate engagement activities in a highly customer focused business.
Demonstrates leadership of field and desk research methods
Understanding of opportunities for use of new / social media and technological innovation.
Awareness of contemporary techniques and practices in relation to customer engagement.
Skills & Behaviours
High level presentation, public speaking and refined consultation and engagement skills.
Ability to develop return on investment performance monitoring of programmes and demonstrate impact of interventions.
Proactive, Self –starter
Microsoft office- Word- Intermediate, Excel - Basic, PowerPoint- Intermediate
Demonstrates the core values of ownership, collaboration and professionalism
Have a passion and drive to improve the customer experience/offer
Financial Management and numeracy
Able to deliver high imaginative behaviour change engagement activities
Excellent influencing and presentation skills – able to communicate at all levels, internally and externally
HR/STD/RD/CD/CorporateEngagementManager/WD/JG
23.03.18
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