Description
1. Job Purpose
Oversee customer onboarding and efficiently guide customer journey to increase the customer lifetime value. Responsible for creating and managing Customer Value Management (CVM) campaigns that hits business targets including tenure, revenue and engagement.
2. The job entails exposure to:
- Manage customer value management team
- Responsible for achieving CVM targets
- Enhance existing CVM framework and develop new strategies of real-time cross/up sell through micro-segmentation approach
- Utilize big data to analyze customers behaviors and enable in campaign management
- Synchronize AI machine learning based models to enrich micro segmentation & better targeting (Right message, through Right Channel, at Right Time, to Right Audience)
- Build Customer journey by closely working with all stakeholders and be responsible for all stages to be covered
- Produce accurate and timely reporting for CVM KPIs
- Monitor campaigns, evaluate through A/B test and controlled groups and suggest rectifying actions when needed
- Ensure a multi-channel campaign management
- Leverage data and insights from various internal and external sources to understand customers and funnel in depth areas of revenue increase opportunities
- Responsible of the Campaign Management & RTDM systems performance & utilization
- Introduce new communication channels with highly proven response rate
Leadership / Management:
- Advanced influencing and people management skills
- Proper Delegation
- Coaching approach with subordinates
- Good conflict resolution skills
Requirements
Education : Bachelor Degree in Marketing, Industrial Engineer, Data science.
Certifications & Licensure :
Essential:
- Bachelor Degree
- MS Excel related Certificates
- Data visualization Certificates
- SAS related Certificates
Desirable:
Masters in Data Science
Tools & Systems :
Essential:
- Working experience in Power BI or any visualizing tool
- Working experience in SAS CMS , or any Campaign Management Tools
- Working experience in RTDM platforms
- Working experience in Data Analytical Tools
Desirable:
- A working knowledge with SAS Enterprise guide
- Working knowledge on gamification platforms
Technical Skills & Knowledge :
- A working knowledge in marketing micro segmentation
- A working knowledge in cross-sell &up-sell strategies
- A working knowledge in customer experience management
- Advanced Analytical Skills and understand the story behind numbers and formulating recommendations
- Advanced experience in dealing with Big Data and processing Big Data
- Ability to maintain a Customer Centric approach
- Advanced knowledge in consumer behavior, value drivers and consumer migration patterns
- Excellent data visualization Skills
- Working experience with multi-channel campaign management
Desirable:
- Knowledge in digital marketing
- Knowledge in growth platforms
- Knowledge in omni-channels
- Excellent industry knowledge
- Deep understanding of mobile user consumption, trends, needs and expectations