Description:
The Engagement Manager plays a key role in establishing, developing and continuously improving the relationship with existing and new members, deriving the maximum value and business benefit from RSSB products and services. This role will deliver the national strategy for engagement, utilising appropriate internal support mechanisms and communications channels to maximise member engagement, and monitor the effectiveness of the relationship for business improvement.
Responsibilities:
- Lead the relationship with existing and new members and deliver the engagement strategy, identifying risks and opportunities to maximise RSSB’s ability to perform against their requirements and meet its wider strategic objectives.
- Manage and develop within the business, a detailed understanding of member business drivers, philosophy and long-term plans. Build sustainable relationships with key people in their organisations. Identify potential new members and facilitate their recruitment.
- Lead the identification, development and implementation of initiatives to realise beneficial business improvements through the relationship with members.
- Build and develop working relationships with key internal and external stakeholders to provide excellence in member engagement including establishing and maintaining relationships, agreeing appropriate policies/standards, processes and reporting regimes, and developing engagement initiatives to meet member needs.
- Provide leadership and professional advice to all levels of management throughout RSSB in relation to all member and rail industry matters.
- Work collaboratively with all RSSB sponsoring departments to help them develop and deliver strategic objectives for member engagement, with the objective to improve member satisfaction.
- Liaise with the Marketing Team to deliver excellence in the communication of RSSB products and services to members.
- Lead the development and facilitate delivery of, on behalf of members, their specific improvement projects, and champion their cause across RSSB to derive and improve member satisfaction.
- Act as the industry sponsor for specific projects as directed.
- Membership of appropriate industry groups, leading and/or facilitating delivery of their business plan objectives.
Qualifications:
- Experience and knowledge of working in a member type organisation and experience of member or customer relations.
- Experience of undertaking pitches to members.
- Effective negotiation skills particularly around selling products and services.
- Familiar, working towards detailed knowledge and understanding of RSSB products and services, priorities and constitutional arrangements.
- Communicate effectively and share thoughts and ideas through methods appropriate to the audience.
- Adapt and respond effectively when embracing new opportunities, change and in navigating uncertainty.
- Actively contribute as part of a team and work towards achieving team goals and outcomes.
- Take responsibility and demonstrate accountability in completing tasks and achieving objectives, actively seeking to resolve problems and identify opportunities.
- Committed to customer service and placing customer satisfaction at the heart of our success to ensure we deliver against our shared goals.
- Incorporate an inclusive leadership style, developing and retaining talent and constructively challenging habits and assumptions whilst remaining inclusive and ensuring everyone is heard.
- Act and make decisions based on a good understanding of the current and future needs of the organisation to perform to a high standard and focus on delivering outcomes.
- Positively communicates and delivers with impact and influence.