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Customer Experience Strategist

2 months ago

Ikeja, Lagos, Nigeria Ascentech Service Limited Full time

We are seeking a seasoned Customer Lifecycle Management Manager to lead our efforts in optimizing the entire customer journey. This role focuses on driving customer engagement, satisfaction, retention, and growth by understanding customer behavior and designing effective touchpoints across their lifecycle.

About the Role

The CLM Manager will collaborate cross-functionally with Marketing, Sales, Customer Success, and Product teams to deliver exceptional customer experiences and unlock value at every stage of the journey.

  • Develop, analyze, and optimize customer journey maps to identify friction points and improvement opportunities.
  • Design and execute targeted campaigns to engage customers at each lifecycle stage (onboarding, adoption, retention, churn prevention, and reactivation).
  • Implement proactive strategies to reduce churn, increase customer retention, and identify upsell/cross-sell opportunities.
  • Track customer metrics (e.g., NPS, churn rate, LTV, engagement) and provide actionable insights for continuous improvement.
  • Build customer segments and deploy personalized experiences based on behavior, usage patterns, and demographics.
  • Work with Marketing, Product, and Customer Success teams to align messaging, develop initiatives, and ensure a seamless customer experience.

This is an exciting opportunity to join Ascentech Service Limited as a key member of our team, contributing to the success of our customers and driving business growth.

Requirements

To be successful in this role, you will need:

  • A strong analytical mindset with experience in data interpretation and insights generation.
  • Proficiency in CRM tools (e.g., Salesforce, HubSpot) and marketing automation platforms (e.g., Marketo, Braze).
  • Excellent project management skills and attention to detail.
  • Exceptional communication and interpersonal skills with a customer-first mindset.
  • Ability to work cross-functionally in a fast-paced environment.

You should also have:

  • 5+ years of experience in customer lifecycle management, customer success, marketing, or CRM management.
  • A proven track record of developing and executing successful lifecycle campaigns.
What We Offer

We offer a competitive salary range of NGN 1,200,000 - NGN 1,500,000 per annum, depending on experience, as well as opportunities for career growth and professional development in a dynamic and innovative company.