Porter.in - Senior Manager - Customer Lifecycle

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