Customer Engagement Manager

Job Details

Customer Engagement Manager

• London
• Competitive Salary
• 5 days over 7, flexibility required in line with business needs

Join Compass Group UK & Ireland as a Customer Engagement Manager. In this key role, you’ll lead our customer growth, retention, and engagement strategy across a large, geographically spread-out campus. You’ll work closely with operations, marketing, and client teams to ensure every customer interaction delivers value, satisfaction, and loyalty.

About the Role

As Customer Engagement Manager, you will be the driving force behind customer connection and commercial success. You’ll take ownership of building strong relationships with existing clients, re-engaging lapsed customers, and identifying new opportunities for growth. Your focus will be on understanding customer needs, shaping engaging experiences, and ensuring our services consistently exceed expectations.

Your key responsibilities will include:

• Customer Growth & Retention:
  • Drive customer acquisition by identifying new business opportunities within existing contracts.
  • Reconnect with and win back lapsed customers through targeted outreach and engagement campaigns.
  • Strengthen relationships with current customers to encourage loyalty and repeat business.
  • Use sales data and customer insights to identify opportunities for upselling, cross-selling, and service enhancement.
• Relationship Management & Service Delivery:
  • Act as the main point of contact for customers, maintaining visibility across sites and fostering open communication.
  • Represent customer needs and expectations in meetings, forums, and strategic discussions.
  • Work closely with catering operations and central teams to ensure services meet both client and commercial objectives.
  • Support the development of menus, promotions, and events that engage customers and drive satisfaction.
• Customer Feedback & Service Improvement:
  • Gather and analyse customer feedback to assess satisfaction and identify service gaps.
  • Recommend and implement improvements that enhance the customer experience.
  • Address customer concerns promptly and professionally, ensuring a positive outcome.
• Reporting & Accountability:
  • Produce regular reports on engagement activities, sales performance, and retention progress.
  • Track key performance indicators and provide insights to drive continuous improvement.
  • Maintain high professional standards and represent the organisation positively at all times.

About You

You’ll be a confident communicator and relationship builder, passionate about delivering exceptional service and creating lasting customer partnerships. Commercially minded and highly organised, you’ll balance strategic thinking with hands-on engagement.

You’ll have:

• Proven experience in sales, business development, or customer engagement, ideally within catering, hospitality, or a similar service industry.
• Demonstrated success in customer acquisition, retention, and relationship management.
• Excellent communication and interpersonal skills with the ability to build trust and rapport.
• Strong commercial awareness and the ability to identify opportunities for revenue growth.
• Exceptional organisational skills, able to manage multiple priorities effectively.
• A positive, approachable, and resilient attitude with a genuine customer-first mindset.

Compass Group UK&I is committed to fostering an environment where every individual can truly be themselves at work and has equal opportunities to advance in their careers. We strive to build a culture that respects and celebrates the unique talents, beliefs, backgrounds, and abilities of all our team members. We want our colleagues to feel valued, empowered to reach their full potential, and to thrive, because diversity is our strength!