Customer Engagement Manager

About the role

We are seeking a strategic, data‑driven Customer Engagement Manager to lead our communication department, which combines office‑based Customer Support and field On‑boarding teams. You will own the full customer lifecycle, upgrade our CRM ecosystem and drive retention, loyalty and basket growth across FMCG, grocery and pharmacy retail channels.

Key responsibilities

• Lead, mentor and align Customer Support agents and Field On‑boarding personnel to deliver a seamless customer experience.
• Audit, upgrade and manage the CRM platform (integrated with Odoo and digital app metrics) to turn interaction data into actionable engagement strategies.
• Design and execute data‑driven initiatives for onboarding, conversion, retention, loyalty and upselling.
• Collaborate with Commercial, Supply Chain and Marketing teams to translate customer feedback into operational improvements.
• Monitor and report on KPIs such as NPS, CSAT, retention rates, resolution times and repeat purchase frequency.

Required profile

• Customer‑centric leader with proven experience in Customer Support/Success and strategic marketing execution.
• Strong analytical mindset and ability to turn operational challenges into commercial opportunities.
• Excellent communication and cross‑functional collaboration skills.

Required skills

• Odoo (or comparable ERP/CRM) implementation and management.
• CRM system configuration and workflow automation.
• Data analytics and reporting.