Urgent requirement with one of leading Fin-tech company based out of Chennai.
Position - Manager - Customer Management (Customer Life Cycle Management Analytics)
Location- Chennai
POSITION SUMMARY
This role requires to own the Customer Management function and to play a critical role of championing customer retention/loyalty and satisfaction and driving the activities related to the same in the organization. This role also requires this person to develop a deep understanding of the company's products, and to be a mature and capable individual to shape this new function.
CRITICAL BUSINESS ACTIVITIES
- Optimize the customer life time value by focusing on customer retention, customer journeys and customer satisfaction metrics
- Dive into the data to link different aspects of the customer data to get the full view of customer metrics and behaviors
- Utilize statistical and analytical techniques to optimize relevant metrics
- Track and optimize for online/digital metrics like drop-outs/bounces, conversions, log ins etc.
- Manage a team of 2-4 people and co-ordinate activities with other functional groups
Technical Skills and Experience
- An MBA graduate with full time work experience of at least 5+ years in the relevant areas like customer retention, loyalty, managing retention campaigns, customer journey management and optimization for an online/eCommerce company
- Prior knowledge of marketing analytics or customer analytics techniques like segmentation, predictive modelling, A/B and multivariate testing and conversion optimization
- Knowledge of data analysis techniques and tools like SAS, sql, R, Python
- Very good communication skills
- Ability to deal with people issues and motivate individuals
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