Engagement Manager

REBORRN is a management consultancy based in London and Athens. We are a fast-growing hybrid of consultants and makers on a mission to challenge what a modern consultancy should look like in the Digital Economy. We work with visionary organisations like The Coca-Cola Company, L’Oreal, Bayer and Philip Morris International, across geographies, bringing deep expertise in Strategy & Management Consulting, Digital Transformation, Customer Experience, Business Process Optimisation & Organisation Design and Marketing Transformation.

We are currently looking to grow our Experience Orchestration (XPO) team with an Engagement Manager who will continue our work, maintain, optimise the platforms and help our clients further grow.

💪 What will your day-to-day look like?

Given our lean structure, you will work closely with a REBORRN Partner or other Consultants, playing an active role in all aspects of client engagement. Some specific tasks include:

• Customer management (20-30%) A significant part of this role involves working with clients, in areas such as strategic direction, management, and prioritisation of multiple running projects (in collaboration with the respective consultant and/or associate consultant running the project) and commercial activities aimed at building a strong and lasting client relationship
• Solution Design (20-30%) You will be the driving force behind the design of solutions for our clients’ projects. This will likely involve Customer Journey mapping, Process mapping and technical solution design for new and existing projects, starting from mapping the as-is situation, describing the to-be situation (both front and back end) and guiding the implementation team.
• Platforms Customisation & Implementation of Communication Actions / Marketing Campaigns (10-20%) Strategy is nothing without proper execution. That's why you will be responsible for setting up & customising the platforms we use (from CRM and email automation to payment systems) or work with IT and development teams where needed. You’ll also run Marketing Campaigns (email/sms) and Automation Flows (e.g. send a satisfaction survey to customers that contacted G4S for an issue they had) through our platforms.
• Training, upskilling and team management (10-20%) Finally, your role involves training internal and external teams. For internal teams, this involves upskilling and managing the team. For external teams, knowing that most digital transformation projects fail not because of bad technology systems but due to failure to effectively communicate the changes, train people, and support them along the way, your role involves organising and delivering training sessions to teams across the organisation, coach employees on a one-to-one basis, and be an ambassador for change.

🤝🏻 We’re all about cross-functional collaboration

You will be working in a vibrant environment, so you can never expect to have just another typical day at work. It’s not a role of comfort, but you will never get bored -that’s a promise! And It doesn’t stop there. You will always be more than welcome to get exposed to different departments within REBORRN and jump into cool projects that resonate with your personal interests. We are strong advocates of cross-functional collaboration.

👨‍💻 REBORRN’s Working Model

We operate on a hybrid work model and stimulate effective collaboration by meeting up in our offices at least twice a week. If you’re not based in Athens, you’ll join all-hands meetings in person once a month. In this role, you will be expected to travel several times a year for client engagements that require your physical presence.

Strong experience in solution design, from start to end, in complex projects. Examples could include designing solutions where you had to integrate with several platforms, complex reporting requests (or creating a KPI framework) or automated communications relying on a robust customer view.