Engagement Manager

Job Description:

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 FERN 3, timelines, and customer expectations
• Develop a strong understanding of the FERN 3 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 FERN 3 contractual baseline
• Contribute to a structured, repeatable signing approach across the market
• Manage a high-volume workload, maintaining pace, quality, and consistency of delivery

Key Skills & Experience

• 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)

What Success Looks Like

• Customers are engaged early and have a clear understanding of FERN 3 and their role
• The FERN 3 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

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