Customer Communications Strategy & Implementation Manager - Lifecycle Management

Job Description

Job Description

Key Responsibilities :

• You will be responsible for formulating optimal lifecycle solutions based on the customer cohort, client requirements, as well as internal insights and data.
• Partner with SMEs to develop a customer journey map that drives customer value and maximizes engagement and loyalty in the onboarding, customer servicing, and retention windows.
• Understand the value and are adept at various marketing / communications tactics and delivery channels, including email, direct mail, inbound and outbound telesales, web-based experiences, etc., and utilize the most efficient and effective means to drive customer value.
• Ability to synthesize customer insights from across the organization, such as NPS, online ratings, customer cancellation dispositions; and turn those insights into actions that improve customer retention.
• You are knowledgeable about test-and-learn processes, metrics tracking and post-analysis, and utilize this knowledge to continuously analyze and improve lifecycle initiatives.
• You will assess and monitor the market for relevant lifecycle activities and best practices and stay abreast of what competitors are doing for retention activities.
• Ability to perform other LCM duties as assigned.

Qualifications :

Education :