Assistant Manager at Porter
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Porter.in - Senior Manager - Customer Lifecycle (3-6 yrs)
Senior Manager -Customer Lifecycle
Roles and Responsibilities:
- Own and revise charter for Partner Retention. Solving key partner pain points/experience enhancements by working closely with different functions
- Planning and execution of all partner retention strategies thereby ensuring achievement of retention KPIs.
- Identify opportunities to drive incremental revenue from existing partners at key stages of their relationship with us.
- Map partner journeys and develop listening points in the journey
- Help strengthen data-led thinking and lead the development of partner intelligence frameworks (Churn prediction, retention drivers, etc) across the user lifecycle charter
- Working with the analytics/business team to setup, update and track all the key performance factors involving partner retention KPIs
- Identify opportunities to grow our presence; in valuable partner segments
- Forecast, manage and monitor departmental budget
- Prepare partner retention plans for different cities using multiple communication channels.
- Influence future lifetime value through higher product adoption, partner satisfaction and overall health success
Skills required :
- Prior experience working in strategy/business excellence/program management roles preferably in a consumer-facing industry will be an advantage.
- Ability to influence and drive results in a cross-functional team.
- Ability to meet deadlines, prioritize work, handle changing priorities and use of good judgment.
- Strong attention to detail and user centric approach.
- Managed critical operational processes, with responsibility & accountability for SLA and other success metrics.
- Strong analytical and quantitative skills (hands on experience) with the ability to use data and metrics to back up assumptions, recommendations, and drive actions.
- Proven track record of employee performance management and development
- Strong process and Tech orientation; ability to find efficient solutions to problems and automate tasks through use of technologies with support from partner teams.
- Excellent Communicator (verbal and written) with strong stakeholder management skills (internal & external across all levels)
- High bias for action
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