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Engagement Manager - job post

La Fosse
4.7 out of 5
LondonHybrid work

Full job description

Who we are:
La Fosse is an international talent solutions business in technology, digital, and change. Our head office is in London, and additional teams are based in Birmingham, Amsterdam, and Dubai.
We partner with our customers to build solutions for their business and people challenges from classroom to boardroom, leveraging our recruitment, academy, solutions, and executive search offerings. We're not just about filling roles but about building diverse, high-performing teams.
Our vision is to create a world where talent is recognised regardless of background and 'lived' experience. We’re not just a business; we're a community.
Our Academy was launched in 2019 to address two key issues: the lack of skilled junior talent and the lack of diversity within the tech industry. Our course is free for students because we believe in the ability, not just the ability to pay. Since then, we have helped over 200 people develop the skills, experience and networks to become tech leaders of the future.
As an employee-owned company, with 51% of La Fosse owned by our workforce, we believe in the power of collective decision-making. This unique structure generates higher engagement, productivity, and innovation levels, giving our staff a real stake in our success.

What will you be doing?
We are seeking an Engagement Manager to manage a team of associates and a portfolio of clients, ensuring an exceptional experience from onboarding to offboarding.

Key Responsibilities:
  • Associate Success Management: Manage and support associates, ensuring a seamless onboarding process and ongoing development through tailored learning pathways.
  • Performance and Development: Conduct monthly one-on-one meetings and appraisals and create action plans for improvement and career development.
  • Issue Resolution: Act as the first point of contact for associate queries, resolving performance, safeguarding, and pastoral concerns.
  • Transition and Offboarding: Manage clear communication during transition periods, ensuring seamless transitions and offboarding.
Customer Success Management:
  • Onboarding and Engagement: Ensure a smooth onboarding process for customers, understand their needs, and create tailored engagement strategies.
  • Customer Engagement and Relationship Management: Conduct monthly meetings with associate line managers to discuss progress and plan improvements.
  • Strategic Growth and Feedback: Run business reviews, demonstrate service value, and seek feedback to improve the customer experience.
  • Transition and Offboarding: Manage customer transitions and drive the backfill process to create a talent pipeline.
  • Partner with the customer and the Client Partner to identify further opportunities for growth within
Metrics of Success:
  • Associate retention
  • Extension and permanent conversion rates
  • Employee satisfaction (OV tool)
  • SLAs for issue resolution and transition periods
Skills & Experience:
  • Strong relationship-building and communication skills
  • Adaptability to the individual needs of both customers and associates
  • Focus on customer satisfaction and growth, understanding commercial impact
  • Process-driven with attention to detail
  • Ability to prioritize and multitask in a fast-paced environment
  • Proactive, resilient, and passionate about junior tech talent
  • Alignment with core values: care, ambition, and humility
  • Award winning training and development throughout every stage of your career
  • Employee-Owned Business
  • Hybrid flexible working model
  • Clear progression path
  • Gym membership
  • Annual company Ski trip
  • Quarterly business incentives and Monthly team incentives
  • Weekly office massages
  • 24hr healthcare support hotline
  • Bupa dental & medical cover
  • Hypnotherapy
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