Experience : 3-5 yrs

Location : Mumbai

Joining : Immediate

Role: Full Time(WFO)

The Role: Customer Experience Manager/Journey Planner

Journey Planner's primary objective is to help implement end-to-end marketing funnel capturing data on key customer journey touchpoints, both online and offline, across streams of business to provide a holistic view of customer engagements with the brand across markets.

Responsibilities

- Be the first contact interface for the primary client, located in same time zone.

- Working with stream owners to understand and codify each stream's contribution in customer journey

- Plan on how to connect customer journeys on various platforms using unique identifiers (non PII), both online (priority) and offline

- Help setup infrastructure for management, expert and stream specific reports by identifying priority touchpoints and standardizing KPIs around those touchpoints

- Work with data scientists to deliver special projects on attribution, DTS and other predictive modeling

- Provide inputs in hypothesis build, test and learn process and come up with at least 10 hypothesis for testing

- Experience with Salesforce DMP

- Hands on, able to capture requirements and work closely with Client and Agency SMEs

- Participate in planning efforts, providing input based on subject area knowledge.-

- Engage with business users to understand needs, using domain knowledge to provide recommendations.-

- Identify alignments and gaps between end user requirements and system capabilities-

- Create and document solution(s) of high complexity to meet end user requirements.-

- Manage project work through completion of delivery on small and ad hoc efforts.-

- Support multiple projects simultaneously across cross-functional teams.-

Required Skills and Experience

- 5+ years of proven work experience working on customer journey strategy and data for established brands or companies

- Create detailed work plans, schedules, project estimates, resource plans, and status reports to drive projects quickly and efficiently to ensure projects are completed within deadlines

- Understand client businesses, their overall goals, objectives, pain points, areas of opportunity, definition of success, etc. and seek a clear understanding of how success will be measured in the engagement-

- Coordinate, plan, and facilitate all internal and external meetings

- Manage conflicts with both internal and external teams and seek satisfactory resolutions

- Serve as a translator between Team X and the Customer to define, collect, and own customer requirements for a given initiative

- Experience in leading a team of front-end developers for visualizations and reports

- Strong knowledge of reporting and Business Intelligence concepts

- Practical experience with JIRA, Confluence, or other project management & ticketing tools

- Advanced written and spoken English skills

Personal Skills

- Ability to adapt quickly to the changes on the project

- Ability to work with a number of projects at the same time

- An entrepreneurial mindset and an appreciation of a start-up context

- Good time management skills

- Advanced communication skills to act as interface of the team with the primary client

- Ability to explain technical details in simple words

- Result oriented person

- Quick learner

- Strong team player and leader

Lastly, But Importantly.

What we need from you: Jump in. Find problems. Fix them. Build relationships. Imagine new solutions. Invent them. Do whatever it takes to go above and beyond. And stand up for individuality.