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Customer Engagement Executive

3 days ago 2026/06/26
Full time
100-499 Employees · Recruitment & Employee Placement Agency

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Job description

  • Collect, cleanse, validate, and integrate data from multiple sources (CRM, surveys, IoT, and operational systems).
  • Analyze customer engagement data to identify trends, patterns, correlations, and root causes.
  • Translate complex data into clear, actionable insights to support decision-making.
  • Conduct deep-dive analyses on customer satisfaction, complaints, service efficiency, and engagement performance.
  • Support predictive and trend analysis to anticipate customer needs and improve service delivery.
  • Develop, maintain, and enhance dashboards covering key metrics (CSAT, NPS, SRs, SLA, conversion, retention).
  • Design and manage interactive dashboards using tools such as Power BI or Tableau.
  • Present data in a clear, intuitive, and decision-oriented format for different stakeholders.
  • Produce accurate and timely weekly, monthly, and executive-level reports.
  • Automate recurring reports and improve reporting efficiency.
  • Monitor and analyze customer feedback across multiple channels (surveys, complaints, call center, digital platforms).
  • Track response rates and recommend improvements to data quality, participation, and customer experience.
  • Collaborate with cross-functional teams to ensure data accuracy, consistency, and integration across systems.
  • Define, track, and report on KPIs, including SLA compliance and performance of engagement initiatives.
  • Identify opportunities for automation and continuous improvement, and support implementation of new tools (e.g., Genesys Cloud) while promoting a data-driven culture.
  • Perform any other duties and responsibilities assigned by the Line Manager or Management, in line with organizational priorities and business requirements.


Skills

  • 3–5 years of experience in data analysis, preferably within customer experience, real estate, or mixed-use developments.
  • Experience working with customer data, surveys, and operational KPIs.
  • Experience in Customer Engagement / Customer Experience (CX) analytics
  • Exposure to Smart City, IoT, or PropTech environments
  • Knowledge of customer journey mapping and behavioral analytics


This job post has been translated by AI and may contain minor differences or errors.

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