Customer Engagement Executive

Job description • Collect, cleanse, validate, and integrate data from multiple sources (CRM, surveys, IoT, and operational systems). • Analyze customer engagement data to identify trends, patterns, correlations, and root causes. • Translate complex data into clear, actionable insights to support decision-making. • Conduct deep-dive analyses on customer satisfaction, complaints, service efficiency, and engagement performance. • Support predictive and trend analysis to anticipate customer needs and improve service delivery. • Develop, maintain, and enhance dashboards covering key metrics (CSAT, NPS, SRs, SLA, conversion, retention). • Design and manage interactive dashboards using tools such as Power BI or Tableau. • Present data in a clear, intuitive, and decision-oriented format for different stakeholders. • Produce accurate and timely weekly, monthly, and executive-level reports. • Automate recurring reports and improve reporting efficiency. • Monitor and analyze customer feedback across multiple channels (surveys, complaints, call center, digital platforms). • Track response rates and recommend improvements to data quality, participation, and customer experience. • Collaborate with cross-functional teams to ensure data accuracy, consistency, and integration across systems. • Define, track, and report on KPIs, including SLA compliance and performance of engagement initiatives. • Identify opportunities for automation and continuous improvement, and support implementation of new tools (e.g., Genesys Cloud) while promoting a data-driven culture. • Perform any other duties and responsibilities assigned by the Line Manager or Management, in line with organizational priorities and business requirements. Skills • 3–5 years of experience in data analysis, preferably within customer experience, real estate, or mixed-use developments. • Experience working with customer data, surveys, and operational KPIs. • Experience in Customer Engagement / Customer Experience (CX) analytics • Exposure to Smart City, IoT, or PropTech environments • Knowledge of customer journey mapping and behavioral analytics