Customer Engagement Manager

Overview

Team Leadership And Performance

• Lead, coach and manage a team of call centre agents responsible for handling inbound and outbound enquiries, bookings, reschedules and customer follow ups.
• Set clear performance expectations across conversion, response time, booking accuracy and customer satisfaction.
• Recruit, onboard and develop Customer Engagement Specialists to maintain a high performing, sales driven and service focused team.

Bookings And Revenue Management

• Oversee the end to end bookings function for all of Brau branches, ensuring strong appointment fill rates and minimal gaps.
• Monitor daily schedules, waitlists and cancellations to maximise revenue across all locations.
• Work closely with salon managers to align availability, promotions and artists with booking demand.

Customer Experience And Issue Resolution

• Ensure every customer interaction reflects Brau’s premium brand, professionalism and attention to detail.
• Handle escalated customer issues, complaints and complex booking situations with care, speed and confidence.
• Identify recurring issues and work with operations to improve processes and prevent future problems

Operations And Process Improvement

• Own and continuously improve call centre workflows, scripts, booking procedures and quality standards.
• Implement systems and processes that improve speed, accuracy and conversion of enquiries into confirmed appointments.
• Ensure consistent use of CRM and booking platforms across the team.

Performance Tracking And Reporting

• Track and report on key metrics including call volumes, response times, conversion rates, booking value, cancellations and client feedback.
• Use data to identify opportunities and gaps, and implement action plans to drive improvement.

Sales And Target Delivery

• Set and manage monthly booking and revenue targets for the team.
• Motivate and coach agents to upsell treatments, packages and add ons in line with Brau’s service offering.
• Drive a proactive sales culture within the team, focused on upselling every enquiry.
• Compliance and Standards
• Ensure the team follows all company policies, data protection standards and operating procedures.
• Maintain consistency and professionalism across all customer touchpoints.

Requirements

• Minimum 4 years’ experience in a customer service role within beauty/retail/hospitality.
• Strong organizational skills with excellent time management and attention to detail.
• Confident using software, operational systems, and reporting tools.
• Strong communication skills and a calm, client-focused demeanor.
• Flexibility to work peak periods, weekends, and extended hours when required.