SENIOR CUSTOMER ENGAGEMENT SPECIALIST

Job Summary

The Senior Customer Relationship Specialist is a guest and client-focused role, driven to develop and execute strategic marketing and communication campaigns to engage with customers. This individual will build strong relationships with customers to promote loyalty, address concerns, and drive satisfaction, while also fostering connections with all lines of business internally to ensure cohesive progress and innovation. Strong presentation skills and proven experience with customer service, keeping up with industry trends, and analyzing both qualitative and quantitative data to create successful solutioning is required.

Essential Responsibilities:

• Relationships & Outreach
  • Develop relationships with customers and clients, maintaining high visibility within the client community, with a focus on key influencers.
  • Interact with customers, identifying the diverse needs of the community and identifying products, experiences, and communication that captures interest.
  • Partners with District Managers/Ops Leadership, Culinary Team, Marketing Managers and Corporate Customer Insights Team to define and drive customer advocacy/research strategies.
  • Spearhead customer outreach and research initiatives, including focus groups, surveys, interviews, tastings/events, etc.
  • Event support as needed to support key events for observation of customer engagement and feedback.

• Customer Service Program Management
  • Manage responses to inquiries that come in via aliases, survey and Viva Engage.
  • Provide excellent and timely service and support for all customer requests and inquiries, building connection and relationships.
  • Writes and manages internal FAQs for outages, transitions or employee experience impact.
  • Supports Director of Marketing or SLT in communications support as needed.
  • Oversee monthly reporting summary feedback partnering with Customer Service and Ops Teams.
  • Provide marketing support as needed for key account initiatives as directed by Manager or Director.

• Tour Facilitation and Management Support
  • Act as backup support for Sr. Tour Specialist as needed to schedule, plan, and manage all client and internal high-profile Compass Group/ client tours and respective space reservations.
  • Collaborate with Tour Coordinator to build and manage tour programming and calendar to ensure optimal timing an experience of tours
  • Work with Tour Coordinator to oversee budget and costs of tours and ensure costs are allocated correctly.

Qualifications:

• Education and Experience:
  • College degree or equivalent experience.
  • Ideal candidate will have 5 - 7 years of experience of high-touch customer service and data analysis, and proven results creating and executing successful marketing and communication campaigns.
  • Strong presentation skills presence to host and engage with executive level attendees.
  • Strong relationship building skills to engage with customers and clients.
  • Experience with ppt presentations for agenda planning and monthly reporting.
  • Familiarity with reporting tools to create Customer Service monthly reporting reports.
  • Experience working with designers/design teams in creating marketing collateral and knowledge of productions process.
  • Hospitality experience preferred.

• Summary of Skills and Qualifications:
  • Language Skills: Advanced proficiency in English for effective communication, report creation, and professional interactions across all levels of management and clients.
  • Mathematical Skills: Strong understanding of financial reporting and ability to perform complex calculations involving percentages, proportions, and basic algebra/geometry.
  • Reasoning Ability: Excellent problem-solving, strategic planning, and decision-making skills with the ability to interpret and adapt to various instructions and operational challenges.

• Other Qualifications:
  • Strong teamwork, communication, and customer service abilities.
  • Proficient in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook); familiarity with web-based reservation systems is a plus.
  • Self-motivated, adaptable, and capable of managing multiple tasks and last-minute changes with a positive attitude.
  • Valid driver’s license and willingness to travel overnight as required.