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Engagement Managers create and maintain customer relationships through a variety of initiatives and strategies. They are the primary point of contact for clients and key customers, ensuring that clients receive consistent quality service and all the offerings of their contracts.
As an Engagement Manager you could be meeting with a prospective client to outline the company’s service offerings, resolving a customer complaint in-house, answering an email from a key customer, coaching the sales team on relationship-building, or developing tools to measure customer engagement and overall satisfaction.
To succeed in this occupation you will need to be outgoing and self-confident with outstanding interpersonal skills. You will also need to be highly organised so you can juggle multiple customer accounts and engagement projects.
Salaries for Customer Engagement Managers start at $80,000 per annum and there are usually opportunties for performance incentives and bonuses. Increase your earning capacity by developing your sales and marketing skills as well as your ability to build authentic relationships.
There are more than 34,000 Customer Service Managers employed across Australia right now, some of these are Engagement Managers. They work in all industries and work sectors including government and not-for-profit.
Launch your career as an Engagement Manager with a VET qualification such as the Diploma of Business (Business Development) or the Advanced Diploma of Business, choosing electives in customer engagement. Alternately, to increase your earning potential, a Bachelor of Business (Marketing) would be ideal.
Source: Australian Government Labour Market Insights 2023
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Here are some potential career pathways within customer engagement. Click on an occupation to learn more about the role and the qualifications that can help you get started in this industry.
Customer Engagement
Customer Service Officer
$960 weekly pay
Customer Service Representative
Account Manager
$1,150 weekly pay
Client Services Officer
$1,250 weekly pay
Customer Service Manager
Customer Service Specialist
Retention Specialist
Account Executive
$1,630 weekly pay
Customer Experience Manager
$1,500 weekly pay
Customer Relationship Manager
Partnerships Manager
Service Delivery Manager