The Engagement Manager manages service delivery across multiple projects, coordinates with sales and client success teams, creates custom statements of work, ensures project goals are met, and maintains strong client relationships.
At Bazaarvoice, we create smart shopping experiences. Through our expansive global network, product-passionate community & enterprise technology, we connect thousands of brands and retailers with billions of consumers. Our solutions enable brands to connect with consumers and collect valuable user-generated content, at an unprecedented scale. This content achieves global reach by leveraging our extensive and ever-expanding retail, social & search syndication network. And we make it easy for brands & retailers to gain valuable business insights from real-time consumer feedback with intuitive tools and dashboards. The result is smarter shopping: loyal customers, increased sales, and improved products.
The problem we are trying to solve : Brands and retailers struggle to make real connections with consumers. It's a challenge to deliver trustworthy and inspiring content in the moments that matter most during the discovery and purchase cycle. The result? Time and money spent on content that doesn't attract new consumers, convert them, or earn their long-term loyalty.
Our brand promise : closing the gap between brands and consumers.
Founded in 2005, Bazaarvoice is headquartered in Austin, Texas with offices in North America, Europe, Asia and Australia.
It’s official: Bazaarvoice is a Great Place to Work in the US , Australia, India, Lithuania, France, Germany and the UK!
The Engagement Manager (EM) is a critical role within Global Services, acting as the dedicated advocate for our customers during the most vital stage of their journey: the transition from sales to live implementation. Working closely with Sales and Client Success, the EM ensures a seamless handoff and manages the end-to-end execution of multiple projects.
EMs create action plans for each engagement to maximise the value received from the Bazaarvoice Solution Set (Services + Product) in the minimum amount of time from purchase. EMs are the main point of contact for the Customer from the time a statement of work (SOW) is executed and throughout the life of the services engagement. EMs are responsible for shepherding projects through the various Services functions and practices and the coordination of the delivery effort of resources from various practice teams of Consultant and Product experts.
Professional fluency in German (written and verbal) are required and experience within the German market is desired to effectively lead our DACH region clients through their digital transformation.
Responsibilities:
- Customer Experience Advocacy: Act as the "face of delivery," ensuring every client interaction is professional, proactive, and value-driven. You are responsible for the client’s sentiment and satisfaction throughout the services engagement.
- Seamless Project Handoff: Lead the transition from "Closed/Won" status into active delivery, validating requirements and setting clear, realistic expectations that align with the customer’s business goals.
- Portfolio Execution: Manage and drive a portfolio of projects to successful completion, ensuring a smooth final transition to Support and Client Success.
- Operational Leadership: Partner with internal Practice Leads to coordinate expert resources, maintaining rigorous project plans that detail activities, responsibilities, and timing.
- Strategic Alignment: Facilitate client workshops and presentations to build consensus, ensuring that key stakeholders are identified, aligned, and informed.
- Proactive Risk Management: Identify potential bottlenecks or "scope creep" early. Manage escalations with diplomacy, acting as the bridge between the client’s needs and the organization’s capabilities.
- Insightful Reporting: Provide high-quality status reports in both English and German, translating technical milestones into business outcomes that demonstrate project health and progress.
Requirements:
- Language & Market Expertise: Professional-level fluency in German (C1/C2) is mandatory. You must have a proven track record of managing high-touch clients in the German market, navigating local business culture and communication nuances with ease.
- Customer-Centric Mindset: Passionate about delivering a "best-in-class" service experience. Ability to build deep trust with clients and turn technical implementations into successful business partnerships.
- Project Management Excellence: Proven experience with formal PM methodologies (Waterfall, Agile, etc.). You are a disciplined executor who thrives on meeting deadlines and achieving milestones.
- Exceptional Communication: Strong facilitation and presentation skills. You can explain complex concepts simply and lead difficult conversations toward a positive consensus.
- Portfolio & Priority Management: Highly organized with the ability to balance multiple client workstreams simultaneously without compromising on the quality of the customer experience.
- Problem Solving: A proactive approach to identifying risks and a "solution-oriented" attitude when faced with delivery challenges or technical hurdles.
- Technical Aptitude: Comfort working with product experts and the ability to understand the technical "why" behind the solutions we deliver.
#LI-Hybrid
#LI-MH1
Why join Bazaarvoice?
Customer is key
We see our own success through our customers’ outcomes.
We approach every situation with a customer first mindset.
Transparency & Integrity Builds Trust
We believe in the power of authentic feedback because it’s in our DNA.
We do the right thing when faced with hard choices. Transparency and trust accelerate our collective performance.
Passionate Pursuit of Performance
Our energy is contagious, because we hire for passion, drive & curiosity.
We love what we do, and because we’re laser focused on our mission.
Innovation over Imitation
We seek to innovate as we are not content with the status quo.
We embrace agility and experimentation as an advantage.
Stronger Together
We bring our whole selves to the mission and find value in diverse perspectives.
We champion what’s best for Bazaarvoice before individuals or teams.
As a stronger company we build a stronger community.
Commitment to diversity and inclusion
Bazaarvoice provides equal employment opportunities (EEO) to all team members and applicants according to their experience, talent, and qualifications for the job without regard to race, color, national origin, religion, age, disability, sex (including pregnancy, gender stereotyping, and marital status), sexual orientation, gender identity, genetic information, military/veteran status, or any other category protected by federal, state, or local law in every location in which the company has facilities. Bazaarvoice believes that diversity and an inclusive company culture are key drivers of creativity, innovation and performance. Furthermore, a diverse workforce and the maintenance of an atmosphere that welcomes versatile perspectives will enhance our ability to fulfill our vision of creating the world’s smartest network of consumers, brands, and retailers.
Please note: Candidates who are successful will be required to undergo a Basic level DBS (Disclosure and Barring Service) background check.
Top Skills
CSS
HTML
SaaS
XML
Bazaarvoice London, England Office
1 Butterwick, London, United Kingdom, W6 8DL
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