Engagement Lead

Engagement Lead

Requirements

• Bachelor’s degree in business administration, Management, Marketing, Real Estate, Construction, Sales and Marketing or related discipline (Masters preferred)
• Project Management Professional (PMP) Certification
• Minimum 7+ years in engagement management, client relationship management, strategic account management, or project management
• Management Consulting or Business Development experience preferred
• Proficiency in CRM tools (e.g., Salesforce), Microsoft Office Suite, Project Management software, Data Management and Analytics
• Strategic oversight
• Client-centric approach
• Analytical proficiency
• Problem-solving capabilities
• Executive presence

Responsibilities

• Manage and oversee strategic execution and continuous enhancement of client engagement initiatives
• Manage and strengthen relationships with high-profile clients, proactively ensuring client satisfaction, loyalty, and effective issue resolution
• Strategically align project deliverables with client objectives and internal organizational priorities
• Foster cross-functional collaboration and effective communication among internal teams such as Finance, Human Resources, Office of General Counsel, SPMC, Information Technology, Global Security, and others
• Provide executive oversight and manage escalations for high-stakes or complex GWx engagements
• Implement continuous improvement processes in client relationship management and service delivery
• Monitor and analyze client engagement metrics, leveraging analytics to drive improvements in operational excellence
• Participate and/or lead in special GWx Strategy and planning projects and perform other duties as assigned
• Research industry trends relating to key business unit partners’ direct functions; be well-positioned as a forward-thinking, solutions-driven partner to clients
• Serve as the primary liaison facilitating understanding and strategic alignment between clients and key GWx service areas
• Build the breadth and depth of the engagement network of GWx leaders and key team members
• Leverage GWx experience and internal network to determine creative solutions for clients
• Use understanding of Vanguard to strategically position GWx services
• Serve as the Strategy team lead for capital project intake
• Act as the Strategy team engagement liaison for projects relating to Workplace Neighborhood model adoption
• Collaborate closely with GWx Leaders, Communications, and Operations’ Building Ambassadors
• Conduct proactive strategic consultations and research to accurately assess client needs, clearly establishing and articulating client priorities
• Schedule and facilitate regular client feedback sessions and effectively triage client feedback
• Resolve complex client issues related to GWx services or processes
• Drive the development and implementation of potential solutions to meet client needs, in collaboration with various GWx groups
• Ensure conflicting stakeholder requirements are mediated appropriately
• Handle stakeholders’ complaints and escalations through a sympathetic yet formal process
• Lead and manage business partner satisfaction reporting (net favorable score)

Preferred Qualifications

• Management Consulting or Business Development experience preferred
• Masters preferred