Manager - Customer Management - Internet/Online

We need a leader in India to manage the Customer Management function.

The successful candidate will have 3 key focus areas - Team management and leadership, running individual projects of his/her own, and cross-functional co-ordination with the rest of the functional areas. This is an important role sitting between the Product,Marketing and Risk function and requires a proactive individual who can manage both up and down.

CRITICAL BUSINESS ACTIVITIES : 

- Develop a deep understanding of the company's products

- Optimize for customer lifetime value by focusing on customer retention, customer communications and satisfaction metrics

- Create and manage road map for the Customer Management function. Constantly align the roadmap and project with the company and product objectives.

- Drive data analysis for new and existing projects

- Own the Customer Communications and CRM activities

- Ensure availability of data and required reports

- Manage a team of 4-5 people

- Full time work experience of at least 5 years in a relevant area (eCommerce, B2C products). Having an MBA is a plus.

- Experience in areas like customer retention and 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, conversion optimization

- Knowledge of data analysis techniques and tools like SAS, SQL, R, Python