Customer Journey Strategist
2 weeks ago
As a key member of Ascentech Service Limited, the Customer Lifecycle Management Manager will play a pivotal role in optimizing the entire customer journey. This strategic position involves driving customer engagement, satisfaction, retention, and growth by understanding customer behavior and designing effective touchpoints across their lifecycle.
The ideal candidate will possess strong analytical skills, with experience in data interpretation and insights generation. Proficiency in CRM tools and marketing automation platforms is also essential. The successful candidate 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.
Key ResponsibilitiesCustomer Journey Mapping- 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.
- Incorporate customer feedback into product and service improvements, collaborating with relevant departments to resolve pain points.
- Leverage CRM platforms, marketing automation tools, and customer data platforms (CDPs) to deliver seamless and scalable CLM strategies.
- Develop dashboards and reporting frameworks to monitor KPIs and demonstrate the impact of lifecycle initiatives to stakeholders.
- Bachelor's degree in Business, Marketing, Data Analytics, or a related field (MBA is a plus).
- 5+ years of experience in customer lifecycle management, customer success, marketing, or CRM management.
- Strong analytical skills with experience in data interpretation and insights generation.
- Proficiency in CRM tools and marketing automation platforms.
- 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.
- Knowledge of customer segmentation, loyalty programs, and retention strategies.
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