Enveu - CLM Specialist
Nexthire
- Noida, Uttar Pradesh
- Permanent
- Full-time
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:
1. 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.
- 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.
- 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.
- 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.
- 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.
- Provide training and support to internal teams on customer lifecycle best practices and tools, if necessary.
- 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 Media & Gaming Products
- Proficiency in data analysis and visualization tools (e.g., Excel, Tableau).
- Knowledge of customer experience, best practices, and methodologies.