Shape Meaningful Conversations as Our WhatsApp Customer Engagement Controller

In today’s always-connected world, customers expect fast, relevant, and human-centered communication—especially on platforms they trust and use daily. WhatsApp has become one of the most powerful channels for customer engagement, relationship-building, and real-time support. That is why we are seeking a skilled and motivated WhatsApp Customer Engagement Controller to oversee, optimize, and elevate how our brand connects with customers. This role is vital for ensuring every interaction adds value, strengthens loyalty, and turns conversations into lasting relationships.

Company Overview

We are a forward-thinking, customer-focused organization dedicated to delivering exceptional digital experiences. Operating at the intersection of technology, communication, and service innovation, we help customers feel heard, supported, and valued at every stage of their journey. Our culture encourages ownership, continuous improvement, and collaboration across teams to create meaningful engagement at scale LeadToDatabase.

Position Overview: WhatsApp Customer Engagement Controller

As the WhatsApp Customer Engagement Controller, you will be responsible for managing, monitoring, and enhancing customer interactions through WhatsApp Business channels. You will act as both a controller and a strategist—ensuring consistency, quality, compliance, and performance across all conversations while continuously improving engagement outcomes.

This role combines analytical thinking with customer empathy. You will work closely with customer service, marketing, and operations teams to ensure that WhatsApp communications align with brand voice, customer expectations, and business objectives.

Key Job Responsibilities

• Oversee and control all customer engagement activities conducted via WhatsApp Business platforms

• Monitor daily conversations to ensure high-quality responses, accuracy, tone, and brand consistency

• Design and implement engagement guidelines and best practices for WhatsApp communication

• Analyze customer interaction data to identify patterns, gaps, and opportunities for improvement

• Optimize response workflows, auto-replies, and escalation processes for efficiency and satisfaction

• Coordinate with customer support and marketing teams to align messaging strategies

• Ensure compliance with data privacy, communication policies, and industry regulations

• Track performance metrics such as response time, engagement rates, and customer satisfaction

• Train and support team members on effective WhatsApp engagement techniques

• Continuously test and refine messaging approaches to improve conversion and retention

Required Skills & Qualifications

• Bachelor’s degree in Business, Communication, Marketing, or a related field (or equivalent experience)

• Proven experience in customer engagement, customer service operations, or digital communication roles

• Strong understanding of WhatsApp Business tools, messaging workflows, and engagement strategies

• Excellent written communication skills with a natural, professional, and empathetic tone

• Ability to analyze engagement data and translate insights into actionable improvements

• Strong organizational skills and attention to detail

• Experience working with CRM systems or customer messaging platforms is an advantage

• Ability to handle multiple conversations and priorities in a fast-paced environment

• Problem-solving mindset with a focus on continuous optimization

• Comfortable working collaboratively with cross-functional teams

Why This Role Matters

Customer engagement is no longer just about responding to messages—it is about creating trust, clarity, and connection in every interaction. As our WhatsApp Customer Engagement Controller, you will have a direct impact on how customers perceive our brand. Your role will influence loyalty, satisfaction, and long-term value by ensuring that every WhatsApp conversation delivers relevance, consistency, and care.

Who Should Apply

This role is ideal for professionals who enjoy balancing structure with creativity and strategy with empathy. If you care deeply about customer experience, enjoy improving communication systems, and feel confident guiding engagement standards, this role offers both responsibility and growth. You should apply if you are motivated by improving quality, streamlining processes, and making digital conversations feel more human.

If you take pride in turning messages into meaningful moments, we want to hear from you.

Application Instructions

To apply, please prepare the following:

1. An up-to-date resume highlighting relevant experience

2. A short cover letter explaining your interest in the role and your experience with customer engagement or messaging platforms

Submit your application through our official careers channel or hiring platform. Shortlisted candidates will be contacted for the next stage of the hiring process.

What We Offer

• A collaborative and supportive professional environment

• Opportunities to influence customer experience strategy

• Ongoing learning and development opportunities

• Competitive compensation based on experience

• The chance to work in a role that directly impacts customer satisfaction

Call to Action

If you’re ready to take ownership of customer conversations and shape how engagement truly works on WhatsApp, this is your opportunity. Step into a role where your insight, structure, and communication skills will make a measurable difference. Apply today and help us create conversations that customers remember.