Senior Associate -Customer Engagement at Food For Education

Key Responsibilities

Team Leadership & Strategic Oversight

• Manage 3 direct reports and a broader team of 13.
• Lead and coach the CX, QA, and Reconciliation functions.
• Set performance objectives, KPIs, and review cycles for each team.
• Foster collaboration across teams to deliver unified, parent-centric communication and service.

Customer Engagement & Experience

• Guide onboarding, parent education, and responsive support strategies.
• Ensure timely, empathetic, and consistent service delivery across all channels.
• Continuously improve the parent journey through data-driven insights.

Call Centre Quality Management

• Provide oversight to the Call Centre Quality Assessor.
• Ensure thorough quality checks across phone, WhatsApp, SMS, email, and chat.
• Review and improve key metrics, such as response accuracy, resolution time, and customer satisfaction.
• Approve escalation protocols and address recurring service gaps.

Channel Performance Monitoring

• Monitor all engagement channels (phone, SMS, WhatsApp, USSD, social media, email).
• Ensure 100% adherence to SLAs and response time targets.
• Drive corrective actions when performance drops below standard.
• Consolidate and present channel performance reports with insights.

5. CRM & Digital Communication Strategy

• Oversee integrated digital campaigns for outreach, awareness, and retention.
• Ensure effective use of CRM systems for segmented campaigns and lifecycle messaging.
• Improve CRM data quality and automation to enhance impact.
• Align messaging across USSD, SMS, email, and social channels.

Marketing & Campaign Management

• Lead digital and offline campaigns to engage parents and communities.
• Ensure campaigns are context-sensitive and available in local languages.
• Incorporate feedback loops to strengthen campaign effectiveness.

Reporting & Insight Generation

• Consolidate insights from service, QA, and campaign performance.
• Develop monthly and quarterly reports highlighting successes, challenges, and opportunities.
• Present updates and recommendations to the Program Manager and other stakeholders.

 Cross-Functional Collaboration

• Partner with Program Delivery to ensure alignment between service delivery and engagement.
• Work with Product & Tech to improve parent-facing tools and resolve issues.
• Collaborate with Communications and the Tap2Eat communication agency to ensure alignment and consistency in all customer-facing communication.
• Work with Community teams for unified engagement strategies.
• Represent Customer Engagement in donor visits, planning, and field meetings.

Qualifications & Skills

• Undergraduate degree in a relevant field.
• 5+ years in managerial/supervisory roles (CX, digital marketing, call centre, or related areas).
• Experience managing diverse teams across communication and service delivery.
• Strong analytical skills with CRM and digital engagement platforms.
• Excellent leadership, interpersonal, and collaboration skills.
• Deep empathy for underserved communities and inclusive communication practices.
• Knowledge of call centre systems is an advantage.

Food For Education

We are a not for profit organization that works with vulnerable children in the public school system to improve their lives and school performance. Founded in 2012, Food for Education provides subsidized school meals every day to over 15,000 kids with a goal of feeding 1,000,000 kids by 2025.

Please reach out to us on Bloosomup or Twitter.