Manager - Customer Management - Customer Analytics - SAS/R - Fintech Firm

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