The Customer Engagement & Leads Manager is a pivotal leadership role responsible for overseeing and optimizing customer care operations while managing inbound lead handling, qualification, and appointment setting. This position combines a focus on customer satisfaction and experience with strategic lead conversion efforts, contributing directly to the company’s growth and success. The role involves leading a team of customer-focused professionals, resolving escalated issues, improving processes, and ensuring the seamless integration of customer care and engagement strategies to support the sales pipeline.  

ESSENTIAL JOB FUNCTIONS:

Leadership and Team Management: 

• Lead, mentor, and inspire a team of customer care representatives and engagement associates to deliver exceptional service and results.  
• Foster a collaborative, customer-focused team culture while setting and monitoring performance goals.  
• Provide coaching, feedback, and professional development opportunities to drive continuous improvement. 

Customer Interaction and Satisfaction:  

• Oversee and manage customer inquiries, concerns, and escalations, ensuring prompt and effective resolution.  
• Handle escalated or complex customer issues, working closely with team members to achieve solutions.  
• Maintain consistent communication with customers, internal teams, and management to address feedback and trends.  

Lead Engagement and Sales Support:  

• Oversee inbound lead handling, qualification, and appointment setting to support sales objectives.  
• Implement and refine lead qualification criteria to align inquiries with sales priorities.  
• Collaborate with sales and marketing teams to optimize lead-handling processes and strategies.

Process Improvement:  

• Continuously review and enhance internal processes to improve efficiency, streamline operations, and elevate the customer experience.  
• Identify opportunities to improve lead conversion and customer engagement practices.  
• Monitor interactions to ensure service quality and adherence to company policies.  

Metrics and Reporting: 

• Generate and analyze reports on key metrics, including customer care performance, lead conversion rates, and customer satisfaction trends.  
• Utilize data insights to guide decisions and recommend improvements.  

Training and Development: 

• Develop training materials and resources to equip team members with the skills needed for effective customer engagement and care.  
• Ensure the team is well-versed in CRM systems, lead-tracking tools, and best practices.  

NECESSARY KNOWLEDGE, SKILLS, ABILITIES, AND OTHER CHARACTERISTICS:  

Education and Experience:  

• High School Diploma or equivalent required; Bachelor’s degree preferred.  
• Experience in customer care, lead qualification, or sales operations, with proven leadership capabilities.  

Core Competencies:  

• Strong understanding of customer service and sales qualification principles, strategies, and best practices.  
• Ability to lead and motivate a team, delegate tasks effectively, and provide constructive feedback.  
• Skilled in analyzing customer issues and lead data to identify trends and solutions.  

Technical Proficiency: 

• Proficient in customer relationship management (CRM) systems and lead-tracking software.  

Communication and Collaboration: 

• Excellent verbal and written communication skills for effective interaction with customers, team members, and stakeholders.  
• Demonstrated ability to empathize with customer concerns and resolve conflicts professionally.  

Adaptability and Time Management: 

• Strong time-management skills to prioritize tasks and adapt to changing customer and organizational needs.  
• Ability to foster collaboration across departments to enhance processes and outcomes.  

Customer-Centric Focus: 

• Dedication to improving customer satisfaction and leveraging feedback to implement positive changes.  
• Meticulous attention to maintaining accurate customer records and documenting interactions.  

NOTICE 

The statements herein are intended to describe the general nature and level of work being performed by employees assigned to this position. Such statements are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of this position. All employees are requested to follow any other job-related instructions and to perform any other job-related duties as requested by their supervisor. Employees may also be required to work in excess of normal working hours as workloads and seasonal activities necessitate. This document is subject to change at any time without notice. 

As an Equal Opportunity Employer, we are committed to building a diverse organization.