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Sr. Customer Engagement Manager - Sydney

Sr. Customer Engagement Manager - Sydney

Arch Mortgage Insurance Company (Arch MI)Council of the City of Sydney, New South Wales, Australia
27 days ago
Job description

Join to apply for the Sr. Customer Engagement Manager - Sydney role at Arch Mortgage Insurance Company (Arch MI)

Job Summary

The Sr. Customer Engagement Manager (CEM) is responsible for creating and implementing strategies that foster relationships with identified customer groups. Acting as the primary point of contact for the business, the CEM develops and executes tailored engagement strategies that achieve business objectives, ensure customer retention, and drive mutual growth.

Essential Responsibilities and Accountabilities

  • Act as the primary point of contact for key customers, ensuring all customer inquiries and needs are met through timely response and strategic decision-making.
  • Build value-added relationships with senior-level customers and decision makers to facilitate a knowledge-driven relationship and ensure Arch MI’s products and services meet their needs.
  • Demonstrate deep insight and intimate knowledge of customers, enabling the CEM to expertly handle complex customer issues through effective problem solving, negotiation, and resolution.
  • Tailor strategies based on the knowledge of each individual customer to improve their business in the areas of operational efficiency, training, and risk management.
  • Develop, implement, analyze, and maintain customer account metrics and goals aimed at driving customer satisfaction and revenue growth.
  • Represent the voice of the customer in internal strategic planning forums, ensuring customer needs are embedded in business strategy.
  • Identify and deliver key cross-functional initiatives across the organization to ensure alignment.
  • Lead customer workshops and other strategic reviews as required.
  • Own account information to facilitate tracking of initiatives, identifying objectives, and creating strategies to further enhance the relationship with customers.
  • Keep abreast of market trends and new developments in the lenders mortgage insurance and mortgage lending sector.
  • Manage interdependencies within the organization and with customers to ensure the delivery of service to the prescribed standard.
  • First point of escalation for any operational matters that impact risk, value, or customer satisfaction to ensure they are resolved in a timely manner.

Knowledge & Skills

  • Deep knowledge of the Australian LMI industry, banking, or insurance.
  • Strong understanding of business models, methods, and best practices.
  • Expertise in customer service orientation with the ability to develop and build long-term customer satisfaction and loyalty.
  • Strong knowledge of LMI products and services.
  • Excellent written and oral communication skills.
  • Comfortable with complexity and ambiguity.
  • Experience with relevant software (e.g., CRM).
  • Strong analytical skills.

    • Education & Experience

  • Bachelor’s degree in Business, Finance, or related field.
  • 7-10 years of experience in financial services or related fields, with prior client and relationship management experience essential.

    • Working Conditions / Environment & Physical Demands

  • Sydney based.
  • Standard office environment. Reasonable accommodations will be made to enable qualified individuals with disabilities to perform the essential functions of the job.
  • Attendance and punctuality : consistently at work and on time. Willing to accommodate other time zones. Ensures work responsibilities are covered when absent.
  • Hybrid work schedule. In-office days to be confirmed.

    • Disclaimer

    Incumbent may be asked to perform other duties as required.

    Do you like solving complex business problems, working with talented colleagues and have an innovative mindset? Arch may be a great fit for you. If this job isn’t the right fit but you’re interested in working for Arch, create a job alert! Simply create an account and opt in to receive emails when we have job openings that meet your criteria. Join our talent community to share your preferences directly with Arch’s Talent Acquisition team.

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    Engagement Manager • Council of the City of Sydney, New South Wales, Australia