The IN Customer Lifecycle Team is part of the IES Shopping org and is the single point owner of the Customer Health goals for the IN marketplace. The vision of the team is to drive efficient, step-function acceleration in customer engagement on Amazon.in by acquiring customers and influencing them to progressively trust us more with their purchases. Acquiring customers, preventing lapsation, and deepening engagement to progress to a stable well settled state is critical to drive the Amazon flywheel and to drive long term predictable growth efficiently.
To drive our ambitious plans for customer acquisition and engagement we are looking for a customer-obsessed, results-driven leader who will own the critical charters of Customer Acquisition and Customer Reactivation. You will own the IN Customer Health goals and be the expert on customer behavior and business drivers for these cohorts. This is a key central role with a wide sphere of influence where you will collaborate with teams and leaders of category teams, products teams, ShopEx, Homepage Marketing, Amazon Pay, DEX, BI, finance etc to influence lifecycle metrics.
The ideal candidate will have previous program management/marketing experience, a passion for understanding customers and not be afraid to experiment, learn, and iterate their approaches. The successful candidate will be customer obsessed, skilled at data analysis, adept at relationship-building and an effective project manager.
Key job responsibilities
- Own the IN New Customer Acquisition and Reactivation goals and track performance and diagnostics at a weekly, monthly and quarterly level
- Serve as the Customer Lifecycle expert advising Category Marketing teams on lifecycle initiatives, input optimization and collaborate to deliver goals
- Drive Lifecycle initiatives and experiments during IN HVEs for all cohorts
- Partner with BI teams on diagnosing lifecycle metrics, reporting, insight generation and measurement solutions
- Own the Power ASINs program and responsible for driving program strategy and optimization, discovery initiatives and measurement
- Lead the Lifecycle partnership with Amazon Pay and identify new growth initiatives for cohorts
- Recommend process and program improvements to improve efficiencies of current programs
- Contribute to weekly/monthly/quarterly business reviews and annual planning
- 4+ years of professional non-internship marketing experience
- Experience using data and metrics to drive improvements
- Experience with Excel or Tableau (data manipulation, macros, charts and pivot tables)
- Experience building, executing and scaling cross-functional programs or marketing campaigns from concept to completion
- Experience managing and measuring marketing performance in various channels
- Experience managing external partners to develop marketing programs
- Experience presenting ideas to various levels of an organization to gain support for initiatives