Customer Engagement Manager

Role Title: Customer Engagement Manager

ECLARO: A quick Summary
 
ECLARO is an award-winning professional services firm headquartered in New York City and operating in the U.S., Canada, UK, Ireland, Australia and the Philippines. We are dedicated to a singular purpose: providing the Right People to meet every client’s needs and solve business challenges through strategic staffing, permanent placement, custom outsourcing & offshoring. Utilizing our proprietary TRINIT-E® Service Maturity Model, we help clients implement programs to promote innovation, automation and process improvement.
 
About the Role:
 
We are seeking a strategic and experienced Manager to lead our Customer Engagement Implementation team, with a strong focus on content development and presentation design. In this role, you will oversee the creation of compelling, visually engaging, and informative slide decks and assist with build outs of employer branding profiles that enable companies to effectively manage their employer reputation, attract talent, and enhance their employer brand. You will lead and mentor a team, collaborate with various departments, and ensure thesuccessful delivery of high-quality content and implementation services.
 
Key Responsibilities:

1. Team Leadership & Management:
   • Lead, mentor, and develop a team of 2-3 Implementation Specialists focused on content and presentation.
   • Set team goals, monitor performance, and provide regular feedback and coaching.
   • Ensure efficient workflow and resource allocation to meet project deadlines and client needs.
2. Content & Presentation Strategy:
   • Develop and oversee the strategy for content creation for slide decks and employer branding profiles.
   • Ensure clarity, conciseness, and relevance to the target audience across all materials.
   • Maintain brand guidelines and ensure consistency in visual presentation and messaging.
3. Implementation & Support Oversight:
   • Oversee the timely and accurate implementation of employer content and MATIK deck materials, ensuring visual and content excellence.
   • Monitor SLAs for implementing employer branding profiles across diverse client tiers, including content strategy planning and execution.
   • Resolve complex technical and design challenges related to content and presentation creation.
4. Collaboration & Best Practices:
   • Collaborate with Customer Engagement, sales, and CS leadership to align presentation content and digital profiles with strategic goals.
   • Gather feedback from stakeholders to refine and improve presentations and content strategies.
   • Stay updated on the latest trends in presentation design, content development, and digital branding and implement best practices.
   • Develop and maintain a library of templates and resources to streamline the content creation process across the team.

What You Will Bring:

• Proven experience in creating slide decks for business or academic purposes, as well as developing digital content, with managerial experience.
• At least 5 years of experience working in corporate branding, including 2 years in a management or leadership role, and 1 year of experience working for SaaS/Tech/IT companies.
• Proficiency in presentation software (e.g., Microsoft PowerPoint, Google Slides), graphic design tools (e.g., Adobe Creative Suite, Canva), and CRM systems (e.g., Salesforce).
• Strong writing and editing skills with an eye for detail and a strategic mindset.
• Excellent communication, organizational, and leadership skills, with the ability to manage a team and work collaboratively across departments.
• Strong design acumen to develop visually compelling employer branding profiles and presentations at a strategic level.
• Creative mindset with the ability to think critically, solve problems, and lead a team to achieve goals.
• Client-focused approach to digital advertising and employer branding, committed to delivering exceptional client experiences and driving team success.