Overview
We are seeking a dynamic and strategic Customer Lifecycle Management (CLM) Specialist/Manager to join our team. The CLM Specialist/Manager will be responsible for developing and implementing strategies to optimize the customer journey, enhance customer retention, and drive customer satisfaction and loyalty. This role requires a strong understanding of customer behavior, excellent analytical skills, and the ability to collaborate effectively with various departments to deliver a seamless customer experience.
Key responsibilities and accountabilities
Customer Journey Mapping and Analysis:
- Map the end-to-end customer journey to identify key touchpoints and opportunities for improvement.
- Analyze customer data and feedback to understand customer behavior and preferences.
Strategy Development and Implementation:
- Develop and implement strategies to optimize each stage of the customer lifecycle, from acquisition to retention and advocacy.
- Collaborate with marketing, sales, and customer success teams to ensure alignment and execution of lifecycle strategies.
Customer Engagement and Retention:
- Design and execute customer engagement programs, including onboarding, education, and loyalty initiatives.
- Monitor and analyze customer retention metrics to identify trends and areas for improvement.
- Develop and implement strategies to reduce churn and increase customer lifetime value.
Customer Feedback and Improvement:
- Collect and analyze customer feedback through surveys, qualitative and quantitative research, and other channels.
- Identify areas for product or service improvement based on customer insights.
- Work with product development and other relevant teams to implement changes that enhance the customer experience.
Performance Tracking and Reporting:
- Develop and maintain dashboards and reports to track key customer lifecycle metrics.
- Present findings and recommendations to senior management and other stakeholders.
- Continuously refine lifecycle strategies based on performance data and evolving customer needs.
Collaboration and Communication:
- Provide training and support to internal teams on customer lifecycle best practices and tools, if necessary.
Requirements
- Bachelor’s degree or higher in Marketing, Business Administration, or a related field.
- Proven experience in customer lifecycle management, customer success, or a related role.
- Strong analytical skills with the ability to interpret data and make data-driven decisions.
- Excellent communication and interpersonal skills.
- Experience with CRM systems and customer lifecycle management tools.
- Strong project management skills with the ability to manage multiple initiatives simultaneously.
- Ability to work collaboratively across departments and with external partners.
- Experience in Gaming/Play and Win Products
- Proficiency in data analysis and visualization tools (e.g., Excel, Tableau).
- Knowledge of customer experience, best practices and methodologies.
Unfortunately, due to the high number of responses we receive we are unable to provide feedback to all applicants. If you have not been contacted within 5-7 days, please assume that at this stage your application has been unsuccessful.
