Customer Engagement Manager (Online Platform)

Our client is a growing, customer-focused business seeking a Manager to oversee its sales-driven contact centre function. This role will lead a frontline team responsible for customer engagement, conversion, retention, and revenue generation across phone and digital messaging channels. The successful candidate will be a hands-on people manager with a strong commercial mindset, proven experience in performance management, and the ability to translate operational data into practical improvement plans. Responsibilities - Lead, coach, and motivate a team of call centre and customer engagement professionals to achieve sales, conversion, service, and productivity targets. - Develop and implement sales engagement strategies to drive customer acquisition, upselling, cross-selling, and retention. - Set clear performance standards and conduct regular reviews of individual and team results against agreed KPIs. - Identify skill gaps within the team and coordinate relevant coaching, training, and development initiatives. - Monitor inbound and outbound customer interactions, including telephone and messaging channels, to ensure service quality, compliance, and operational standards are maintained. - Review customer service quality and provide constructive feedback to improve the effectiveness of team members. - Handle escalated customer enquiries, complaints, and service issues professionally and in a timely manner. - Prepare accurate operational, sales, and performance reports; analyse trends and identify areas for process or service improvement. - Provide data-driven recommendations and follow through on action plans to improve revenue performance, customer experience, and team efficiency. - Work closely with internal departments and external partners to align operational priorities and maintain effective stakeholder relationships. - Support the continuous refinement of call centre workflows, customer engagement processes, and reporting practices. Requirements - At least 6 years of relevant experience in call centre, customer service, telesales, customer engagement, or e-commerce operations, including supervisory or managerial responsibilities. - Demonstrated experience in leading teams to achieve challenging sales, conversion, service, or operational KPIs. - Experience with customer messaging, CRM, or omnichannel engagement platforms such as SleekFlow, OmniChat, iSlash, or similar tools is preferred. - Exposure to an e-commerce, retail, digital commerce, subscription, or consumer-focused environment would be an advantage. - Proficient in written and spoken English and Chinese; Mandarin proficiency is required. Click "Apply Now" to apply for this position or call Martin Tsang at +852 3180 4971 for a confidential discussion. All information collected will be kept in strict confidence and will be used for recruitment purpose only.

• Assistant Manager, Customer Operations Strategy, Communications & Channel Engagement

  Prudential Hong Kong · Hong Kong, Hong Kong SAR