Lincoln Engagement Manager

TTEC

12h•Hybrid

About The Position

The Lincoln Engagement Manager oversees an innovative program designed to assist clients with transportation challenges. This role leads the Lincoln Concierge guest services team, which provides premium support, knowledge, and expertise to clients using the program. The manager develops and manages client account strategy and relationships to establish and maintain an exceptional client experience, including integration with existing Lincoln Concierge services and support of current operations as needed. The position is hybrid in Melbourne, Florida. It is suited to someone passionate about exceptional client service, the automotive industry, and leading by example. The manager works with clients, concierge teams, key stakeholders, and project management to support program operations and continuous improvement.

Requirements

Bachelor’s degree required.
At least 7 years of work-related management experience.
At least 5 years of work-related experience in in-person or retail client relations.
Ability to travel occasionally.
Ability to communicate and work effectively with people across all organizational levels and build constructive, trust-based relationships.
Diplomacy, tact, and the ability to diffuse high-tension situations.
Ability to set clear direction, organize work, maintain two-way dialogue, and communicate concisely in writing and verbally.
Ability to influence others tactfully and present a professional, polished image.
Ability to make timely, high-quality decisions under pressure, including when information is incomplete.
Proficiency with technology, software, and social media applications, and interest in current technology trends.
Adaptability, a willingness to learn, and the ability to analyze problems and find solutions.
Ability to scope tasks and projects, set objectives and goals, plan realistic process steps, anticipate roadblocks, measure performance, evaluate results, and hold oneself and direct reports accountable.
Strong people-management ability, including attracting and retaining a team and instilling the program’s vision, culture, and scope.
Ability to work in a global organization with multiple stakeholders.

Nice To Haves

Degree in Communications, Public Relations, Marketing, or a related field.
Management experience in Marketing, Retail, Hospitality, or Sales.
Passion for luxury products and services, the automotive industry, and cutting-edge technology.

Responsibilities

Build a high-performing Lincoln Concierge team grounded in trust, respect, and strong relationships.
Inspire Lincoln Concierge staff to provide an exceptional client experience in every interaction.
Develop a team that takes pride in the program’s culture and values.
Demonstrate program values in internal and external interactions.
Establish and maintain strong relationships with clients, LW Concierge, and key stakeholders.
Develop global business operations and broaden integration of services across the program domestically and internationally.
Establish operating procedures consistent with the program’s culture and business objectives.
Regularly evaluate results and provide key performance reports to the Executive Leadership Team.
Progress the project’s Business Performance Review (BPR).
Communicate with the Project Management Team.
Ensure activities and operations comply with local, state, federal, and country-specific regulations.
Lead initiatives to enhance the client experience or streamline inefficiencies.
Build positive stakeholder relationships to identify growth opportunities, participate in business strategy sessions, monitor and report SLAs, and negotiate Statements of Work.
Develop and oversee training direction, including initial launch and recurrent LW Concierge training.
Maintain clear and concise files of appropriate documents.
Maintain Quality Assurance (QA) job aids and materials.
Integrate and support existing Lincoln Concierge objectives as needed.
Perform general administrative duties as required.