Customer Relationship Management Specialist

Description:

* Create efficient strategies to communicate with our customers to drive onboarding and retention metrics.
* Create campaigns to motivate customers to use the service.
* Carry out customer research and helps attract new customers.
Scope:
▪ Executing customer engagement/retention campaigns.
▪ Reiteration of customer journeys.
▪ Segment management – product (pricing, features, etc) proposition, communication, metrics control.
▪ Segment-specific customer journeys (onboarding, usage, etc)
▪ Design and improve the efficiency of CRM architecture for data-driven & automatized CRM communication.
▪ Analyze customer journey mapping and touchpoints to increase sales funnel and retention efficiency.
▪ Introduce and implement quarterly & monthly communication plans to customers through CRM (incl. App, e-mail, SMS, messenger platforms, etc).
▪ Contribute to brand loyalty program development.
▪ Work closely with all departments (IT, Business Development and Operations) and external agencies (Media, CRM, Production, etc.).
Deliverables:
• Customer segmentation (together with the data team)
• Ad hoc & automated campaigns (segments, messages, canvas, KPIs)
• Customer journeys mapping Key Performance Indicators (KPI’s):
• Churn rate
• Funnel conversion rates
• LTV per segment: customer engagement, frequency, value, etc
• Automated and ad hoc campaigns response rate
Main competencies:
▪ Strong analytical skills and passion for data.
▪ Efficient communication skills to collaborate with different stakeholders.
▪ Fluent English Professional
Skills:
▪ Excellent communicative skills.
▪ Ability to work in teams and across functions and communicate easily with many different people from different countries and cultures.
▪ Outstanding project management skills.
▪ Understanding of digital/CRM technical issues (back-end and integration with digital, e-commerce, social media, and classic media).
Qualification/Experience:
▪ Higher education (preferably in marketing, economics, business IT).
▪ Solid experience with Customer engagement platforms (Braze, CleverTap, WebEngage)