Head of Customer Engagement

Job Summary:

The Head of Customer Engagement is responsible for shaping and executing Wellington IT's customer engagement strategy. This role leads a team of Business Development Managers (BDMs), driving sustained satisfaction, retention, and advocacy across our existing customer base. In this context, 'customers' refers to Wellington IT's credit union clients. The role manages Wellington IT's relationships with these regulated financial institutions, not their individual members.

This role equips the team with a consistent framework for building customer relationships, ensures a cohesive experience across all accounts, and collaborates cross-functionally to present a unified Wellington voice at an operational level. It owns back-to-base sales forecasting and tracking across the team and carries responsibility for marketing communications ensuring engagement and external messaging remain aligned and consistent. This role is pivotal in representing customer needs ...