Recruiter at Chegg
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Chegg - Team Lead - Customer Lifecycle Management - Customer Retention & Engagement (4-6 yrs)
We are seeking young, bright, and passionate candidates to join us as Team Lead - Expert Engagement. In this role, the candidate is expected to manage a network of freelance experts through their entire lifecycle, starting from onboarding, engagement and retention by driving data backed communication campaigns. An ideal candidate is a street smart, an outgoing professional with experience in target driven roles like marketing, and should have exposure to managing customer engagement campaigns.
Roles & Responsibilities -
- Lead a team of 4-5 people to manage a network of freelance experts
- Designing, executing marketing campaigns like email campaigns, SMS campaigns, voice messaging campaigns, and analyzing campaign performance post-launch
- Plan/design/execute expert loyalty and reward programs
- Derive actionable, meaningful insights from different data sets and execute engagement programs aimed at retaining and upgrading Experts, along with improving their Throughput and Quality
- Hand-hold/mentor team members
- Be an active advocate for process/product enhancements - Identify, articulate challenges; design, develop & drive solution implementation
- Use feedback from freelance experts to improve their experience
Skills & Competencies:
- People management skills, strong consultative and negotiating skills
- Target oriented mindset
- Excellent training and mentoring skills
- Excellent data analytical skills
- Proficiency in MS-Excel and PowerPoint
- Never-Say-Never attitude
- Should be a multi-tasker, collaborator, out-of-the-box thinker, innovative and be willing to experiment
Requirements:
- Overall Experience of 4-6 years
- Post-Graduation - MBA (Preferred in Marketing)
- Proven leadership/people management skills
- Engineering + MBA graduates preferred
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