Engagement Manager

Job Responsibilities

Customer Engagement & Communication

• Act as the primary point of contact for an allocated portfolio of broker customers.
• Initiate early engagement, providing a clear overview of FERN3, timelines, and customer expectations.
• Develop a strong understanding of the FERN3 contract, including key changes, structure, and rationale, to confidently explain and respond to customer queries.
• Build and maintain professional relationships to support effective communication and timely responses.

Data Validation & Management

• Develop a strong understanding of the assigned customer data set (training provided).
• Share and review data with customers, validating accuracy and confirming the expected contracting approach.
• Identify and resolve data gaps, inconsistencies, and ownership issues.
• Coordinate required updates with internal teams, ensuring changes are accurate and reflected in core systems.

End-to-End Signing Coordination

• Own the full contract journey for each allocated broker, from initial engagement through to signature.
• Plan and manage outreach, follow-ups, and sequencing to maintain momentum across a high-volume portfolio.
• Track contract issuance and signature progress, proactively managing delays and dependencies.
• Drive contracts through to completion in line with programme timeline.

Cross-Functional Collaboration

• Work closely with Legal, Contracting, Services & Catalogue, CRM, and Communications teams.
• Coordinate resolution of customer queries, contractual dependencies, and operational issues.
• Ensure alignment with the broader programme approach and signing strategy.

Tracking, Reporting & Governance

• Maintain accurate, up-to-date records of customer status within Power App / CRM tools.
• Provide clear visibility of progress, risks, and issues across the allocated portfolio.
• Proactively identify risks, issues, and blockers, driving them through to resolution or escalating where required.

Programme Delivery Support

• Support the transition from legacy agreements to the FERN3 contractual baseline.
• Contribute to a structured, repeatable signing approach across the market.
• Manage a high-volume workload, maintaining pace, quality, and consistency of delivery.

Core Commitments

• The FERN3 contract and its rationale are clearly understood and consistently communicated.
• Customer data is accurate, validated, and agreed ahead of contract issuance.
• Risks and issues are identified early and resolved efficiently.
• Contracts progress smoothly and are signed within programme timelines.
• Customer and contract data remains accurate across all systems and tracking tools.

Qualifications and Skills

• Ability to understand and clearly explain contractual content and its business rationale to external stakeholders.
• Strong stakeholder engagement skills, with confidence working directly with broker contacts.
• Experience working with structured data sets, with a high level of accuracy and attention to detail.
• Strong organisational skills, with the ability to manage multiple customers and priorities in parallel.
• Problem-solving mindset, with the ability to identify issues and drive resolution.
• Proactive and tenacious approach, with a focus on achieving outcomes and meeting deadlines.
• Comfortable working across multiple communication channels (email, Teams, face‑to‑face).

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