Chegg - Team Lead - Customer Lifecycle Management - Customer Retention & Engagement

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