Porter.in - Senior Manager - Customer Lifecycle

Roles and Responsibilities:

- Responsible for creating quarterly and monthly plans for critical life cycle metrics (Retention rate, Transactions Per Customer, etc) and ensuring the achievement of the same.

- Work with Product/Analytics/Experience teams to deliver successful outcomes on metrics like (Retention rate, Transactions Per Customer, etc)

- Help strengthen data led thinking and lead the development of customer intelligence frameworks (Churn prediction, price sensitivity, reactivation etc) across the user lifecycle charter.

- Build, organize and monitor individual metrics related to the life cycle charter ( Lifetime value, churn rate, reactivation rate etc ) and provide visibility to the milestones and performance across the organization.

- Mentoring and guiding other team members. Ensure effective utilization of resources under your function.

- Develop continuous improvement charters, scopes of work, plans, and schedules with the objective of increasing lifetime value of the users.

- Develop, test, and execute aggressive multi-channel marketing plans to drive customer retention & increased transaction per user.

- Staying current with emerging opportunities in the terms of reach out methods ( Content, design, communication channel/tools)

- Be a passionate advocate for customers and help escalate any user experience breaches.

- Focus on talking to customers to get an intuitive understanding of how they think and behave.

Skills Required:

- Prior experience working in strategy/business excellence/program management roles preferably in consumer-facing industry.

- Ability to influence and drive results in a cross functional team.

- Strong comfort with data and ability to stitch stories and recommendations through data insights.

- Ability to meet deadlines, prioritize work, handle changing priorities and use of good judgment.

- Ability to manage a team of Managers and Asst Managers.

- Strong attention to detail and user centric approach.

- Ability to develop, test, execute marketing campaigns.