Engagement Manager

The Engagement Manager (EM) is responsible for the end-to-end success of assigned customer engagements, serving as the single point of accountability for delivery, commercial performance, governance, resource management, and overall customer satisfaction. The role focuses on building strong client relationships, ensuring operational excellence, and driving long-term engagement success.

Key Responsibilities

Customer Relationship & Stakeholder Management

• Serve as the primary point of contact for customer stakeholders, fostering trust, transparency, and long-term partnerships.
• Act as the single escalation point for customer concerns related to delivery, service quality, commercial matters, and resource management.
• Align customer expectations with organizational delivery commitments and business objectives.
• Lead governance meetings, business reviews, and executive-level discussions, providing clear visibility into engagement health and performance.

Delivery & Resource Management

• Collaborate with Service Lines, WMG, and Talent teams to ensure timely fulfillment of skilled resources.
• Oversee resource screening, interview processes, onboarding activities, and deployment readiness.
• Manage resource allocation, capacity utilization, ramp-up and ramp-down activities, and succession planning to support business needs.
• Ensure engagement teams are adequately staffed with the right skills and capabilities to meet customer requirements.

People & Performance Management

• Drive employee engagement, retention, and motivation across the assigned engagement teams.
• Support performance management initiatives and the development of key resources.
• Promote a high-performance culture that delivers exceptional customer outcomes and business results.

Key Accountability Areas

• Customer Satisfaction
• Delivery Excellence
• Commercial Governance
• Resource Fulfillment & Optimization
• Stakeholder Management
• Team Performance & Retention
• Engagement Health & Risk Management