Customer Lifecycle Manager

Position Title: B2C Customer Lifecycle Manager

Job Purpose

This role will work closely with B2C BD Program Design head to manage the customer lifecycle for retailers and electricians.

He / she will independently own and drive the segmentation strategy, offer design and execution of micro segmented offers. This role will also be responsible for establishing an industry first lean Route to Market for driving engagements with retailers and electricians.

Accountabilities

Micro targeted Offers

Design, Execution and Offer Automation

Impact analysis

Technology to build inside sales models

Responsibilities

• Identify micro segments of retailers and electricians basis loyalty data
• Design offers for each micro segment to drive revenue upside
• Present offers to functional leadership and seek alignments
• Regular optimization of identified micro segments and offers
• Work closely with marketing to develop the communication and collaterals
• Drive lifecycle behaviours through loyalty platform by rigorously implementing offers using automated campaigns and decision flows
• Work with finance teams to ensure financial provisioning and reconciliation
• Ensure adherence to defined SOPs - secure approvals on customer offers
• Ensure settlement of offer benefits to right beneficiaries
• Present the cost benefit analysis of the offers launched
• Work closely with loyalty platform Machine Learning (ML) team to identify better offer and communication strategies
• Develop use cases and build business rules engine using CRM to drive higher offer conversions
• Support go live of Virtual Account Management / inside sales approach and independently lead the virtual account managers post launch
• Scale up the VAM model for building electrician and retailer engagement models supporting their lifecycle management
• Propose and help build a revised Route to Market approach basis VAM and inside sales model success

Requirements:

• 3-5 years with experience in Customer Lifecycle Management – Telecom / BFSI / E-com / Q-com exposure is preferred
• Strong analytical mindset and ability to drive results independently
• Education – Masters Degree or equivalent with exposure to Customer segmentation and Data Analytics

Competencies:

• Structured Problem Solving; Data handling; Collaborating
• Customer Lifecycle Management experience

Skills:

• Expertise in data analysis, statistical analysis. Proficiency in using analytical tools within Excel and ability to work with large databases
• Proficiency in data visualization tools such as Tableau or Power BI to create meaningful dashboards, and visual representations of data
• Resilient, resourceful, and able to perform under pressure