Role Description As a Customer Engagement Project Manager , you’ll own and drive customer engagement initiatives that improve how Lighthouse supports non-managed accounts across the customer lifecycle. This is a highly cross-functional role that blends project management , customer operations , and campaign execution . You’ll work behind the scenes to design, launch, and optimize programs that help customers onboard successfully, stay engaged, and see value from Lighthouse. What makes this role different is the scope and visibility. You won’t be managing a traditional book of business or working as a direct account owner. Instead, you’ll shape the systems, playbooks, and campaigns that influence customer outcomes at scale. From lifecycle communications to churn-risk initiatives and onboarding improvements, your work will directly affect retention, efficiency, and the way Lighthouse engages customers without one-to-one interaction. What you will do - Lead customer engagement projects end to end. - Plan, coordinate, and execute internal initiatives that improve how we engage customers across onboarding, risk prevention, and lifecycle touchpoints. - Build and run targeted campaigns using customer engagement platforms such as Gainsight. - Improve retention and proactive engagement by identifying opportunities to reach at-risk customers. - Measure campaign performance, evaluate outcomes, and turn data into clear insights for stakeholders. - Support scalable onboarding experiences by partnering with teams to improve digital onboarding flows. - Use AI and tooling to increase efficiency across campaign workflows and project execution. Qualifications - Experience in a customer engagement, customer operations, customer success operations, or project management role. - Hands-on experience with Gainsight or a similar customer engagement platform is strongly preferred. - Strong project management skills with the ability to coordinate multiple stakeholders and manage timelines. - Ability to design, execute, and assess campaigns with a focus on measurable outcomes. - Comfort working with data, reporting, and performance storytelling. - Confidence using AI tools to improve workflows and solve problems. - A self-starter mindset with the autonomy to identify opportunities and build momentum. - Strong communication skills and the ability to work across teams. - Experience with playbooks, lifecycle programs, onboarding journeys, or churn-reduction initiatives is a plus. Requirements - Experience in a relevant role with clear ownership of programs and campaigns. - Familiarity with customer communication platforms like Intercom is valuable. Benefits - Flexible working environment: Work from home or at one of our global offices. - Flexible time off: Autonomy to manage your work-life balance. - Alan Healthy benefits: 160€/month for food or nursery. - Payflow App: Access your earned salary in advance at no cost to you. - Flexible retribution: Optional benefits through tax-free payroll deductions. - Wellbeing support: Subsidized up to 80% ClassPass subscription. - Comprehensive health insurance: 100% Alan coverage for you, your spouse, and dependents. - Collaborative team: High-bar, friendly, creative, and passionate colleagues. - Career development: Workshops, frameworks, tools, training, and processes to realize your full potential. - Impactful work: Shape products relied on by 85,000+ users worldwide. - Competitive compensation: Proactively maintained to value your work. - Referral bonuses: Earn rewards for bringing in new talent.

• Responsible for ensuring Potable Water Construction Projects are delivered as per Leep’s current process and documented procedures • Accountable that all assigned project design activity is completed by accredited third parties and properly logged and reported in line with Guaranteed Standards of Performance • Manage each project in line with the capital budget, tracking performance, and ensure compliance with financial, commercial, and regulatory requirements • Ensuring that all construction is undertaken in line with the agreed design and that variations are managed to ensure that Leep’s regulatory and commercial and financial position is maintained or enhanced • Be accountable that financial controls are adhered to, including timely purchase order management, invoice review, and variance reporting are being undertaken across all assigned projects • Responsible for conducting regular audits of all potable water construction sites and partners ensuring that any issues or defects are managed to resolution using the current company systems and procedures • Work closely with internal and external stakeholders to ensure seamless asset handover with all documentation and contracts in place and that installation standards and pre-water on commissioning and testing meets or exceeds regulatory requirements • Support the Head of Strategic Project Delivery and associated clients providing pre and post-sales support and guidance on key potable water infrastructure • Manage the adoption of Strategic Project Potable Water Infrastructure (points of connection & spine mains) in order to bring the projects to a point of handover to the BAU Water Delivery Team

• Manage project timelines, deliverables, and client communications. • Coordinate multiple projects simultaneously while maintaining organization and follow-through. • Work directly within HubSpot to support project execution, workflows, tracking, and client needs. • Collaborate with internal and external stakeholders to ensure projects stay on schedule. • Proactively identify risks, delays, or gaps and communicate updates clearly. • Support evolving client initiatives, including potential work related to AEO, Answer Engine Optimization.

Role Description We are looking for a highly organised and empathetic Project Manager to oversee premium book production projects from initial client onboarding through to final printed delivery. This is a client-facing position requiring exceptional communication skills, emotional intelligence, and strong organisational ability. You will act as the primary point of contact throughout a 6–9 month project, ensuring every client receives an exceptional experience while coordinating multiple stakeholders and deadlines. The ideal candidate enjoys building relationships, thrives in a remote environment, and is passionate about storytelling and delivering high-quality work. Key Responsibilities - Manage multiple book production projects simultaneously from onboarding through to completion. - Serve as the main point of contact for clients throughout their journey. - Build strong, trusting relationships with clients and provide an exceptional customer experience. - Coordinate interviewers, writers, editors, and other contributors throughout each project. - Schedule and manage project timelines and milestones. - Track submissions, drafts, revisions, photographs, and approvals. - Ensure projects remain on schedule and communicate progress proactively. - Organise final production and delivery of completed books. - Maintain accurate records using CRM and project management systems. - Conduct regular meetings via Microsoft Teams or Zoom. - Work closely with internal teams to ensure quality standards are maintained. - Identify and resolve project issues before they impact delivery. - Manage approximately 25–30 concurrent projects while maintaining exceptional attention to detail. Qualifications - Excellent spoken and written English. - Warm, confident and professional telephone manner. - Proven experience managing multiple projects simultaneously. - Strong client relationship management skills. - Outstanding organisational and time management abilities. - High emotional intelligence with patience and empathy. - Exceptional attention to detail. - Ability to follow structured processes and systems. - Comfortable working independently in a fully remote environment. - Proficient in Microsoft Office 365. - Experience using CRM and project management software (HubSpot advantageous). - Reliable home office with a quiet working environment. - Willingness to work flexible evening hours when required. Requirements - Experience within: - Publishing - Editorial coordination - Production coordination - Client Success - Account Management - Luxury Hospitality - Concierge Services - High-end Event Management - Wedding Planning - Heritage or Oral History Projects Ideal Candidate Profile - Calm and composed under pressure. - Highly organised and process-driven. - Naturally empathetic and relationship-focused. - A strong communicator with excellent interpersonal skills. - Self-motivated and capable of working independently. - Passionate about storytelling, books, history, or preserving personal legacies. - Comfortable managing multiple priorities without compromising quality. Technical Skills - Microsoft Office 365 - Microsoft Teams - Zoom - CRM platforms (HubSpot advantageous) - Project management software - Remote collaboration tools Success in This Role - Delivering projects on time. - Maintaining exceptional client satisfaction. - Effectively managing multiple concurrent projects. - Building trusted, long-term client relationships. - Ensuring no project milestones are missed. - Maintaining high standards of quality and organisation throughout every project. What We're Looking For This role is ideal for someone who enjoys combining project management with exceptional customer service. You'll thrive if you're naturally organised, genuinely enjoy helping people, communicate with warmth and professionalism, and take pride in delivering meaningful, high-quality work.