Lincoln Way Engagement Manager

TTEC

3d•Hybrid

About The Position

The Lincoln Way (LW) Engagement Manager is responsible for the oversight of an innovative new program designed to assist clients with transportation challenges. The LW Engagement Manager will lead the guest services team (Lincoln Way Concierges) who will provide premium support, knowledge, and expertise to clients by guiding them through this innovative product of the future. The LW Concierge are an integral part of the program experience, and we are looking for someone who is passionate about exceptional client service, the automotive industry, and leading by example to ensure that our clientele receive an unmatched experience. The LW Engagement Manager is responsible for developing and managing the client account strategy and relationships to establish and maintain an extraordinary client experience, including integration as needed with existing Lincoln Concierge and support of existing Lincoln Concierge operations. The LW Engagement Manager has financial accountability for the Lincoln Way program.

Requirements

Bachelor’s degree required.
7+ year’s work-related experience in Management, preferably in Marketing, Retail, Hospitality, and Sales environment.
5+ year’s work-related experience in an in-person or retail client relations experience.
A passion for the 3 items below is important as we are seeking people who want to build a career that is aligned with these interests: Luxury products and services, Automotive Industry, Cutting edge technology
Communication: Relates well to all types of people and possesses the ability to work across all levels of an organization. Builds constructive, trust based effective relations. Uses diplomacy and tact. Diffuses high-tension situations comfortably.
Excels at establishing clear direction. Lays out work in a well-planned and organized manner. Maintains two-way dialogue with others on work and results. Communicates concisely and clearly both verbally and in written form.
Possesses strong ability to influence and exert tactful influence.
Presents a professional and polished image.
Makes decisions in a timely manner, sometimes with incomplete information and under tight deadlines and pressure; able to make both quick and high-quality decisions based upon a mixture of analysis, wisdom, experience, and judgment.
Savvy with the use of technology, software, and social media applications (Facebook, Twitter, Instagram, LinkedIn, Pinterest) while continuously keeping up with current technology trends.
Embraces problems and sees them as an opportunity to learn and grow. A relentless and versatile learner who is open to change. Ability to quickly analyze problems, experiment and eagerly find solutions. Enjoys the challenge of unfamiliar tasks.
Accurately scopes out length and difficulty of tasks and projects. Sets objectives and goals for self and team. Thrives on setting a high standard and surpassing it. Breaks work into realistic process steps. Anticipates and adjusts for problems and roadblocks. Measures performance against goals. Evaluates results and holds self and direct reports accountable.
Great people manager. Excels at attracting and retaining a strong team while instilling the vision, culture, and scope of the program.
Works well in a global organization with multiple stakeholders.

Nice To Haves

Communications, Public Relations, Marketing, or related field preferred.

Responsibilities

Builds a high performing team of Lincoln Way Concierge based on trust, respect, and relationships.
Inspires the LW Concierge to provide an exceptional client experience with every interaction.
Develops a high performing team that prides itself on the program’s culture and values.
Exemplifies the program’s values when dealing both internally and externally.
Responsible for establishing and maintaining stellar relationships with Clients, LW Concierge and Key Stakeholders.
Develops global business operations, broadening the integration of services across the program, domestically and internationally.
Establishes operating procedures consistent with the culture and business objectives.
Evaluates LW Concierge results regularly and provides key performance reports to the Executive Leadership Team.
Responsible for progression of project Business Performance Review (BPR).
Communicates with Project Management Team.
Ensures that all activities and operations are carried out in compliance with local, state, federal and country specific regulations.
Leads initiatives designed to enhance the Client experience or streamline inefficiencies.
Cultivates positive relationships with key stakeholders to identify growth opportunities, participate in business strategy sessions, monitor, and report SLA’s and negotiate Statements of Work.
Develops and oversees training direction including initial launch and recurrent LW Concierge Training.
Maintain clear, concise files of appropriate documents.
Maintain Quality Assurance (QA) job aids & materials.
Integrate LW Concierge and support existing Lincoln Concierge objectives as needed.
General administrative duties as required.