Customer Lifecycle Management

Job Summary

CLM executive would be responsible for managing customer lifecycle, from onboarding to retention, through targeted campaigns, segmentation, and personalized communication. Key responsibilities include analyzing customer behavior, optimizing engagement strategies, and collaborating with cross-functional teams to drive subscription growth and improve customer lifetime value. The executive also leverages data analytics to develop growth initiatives, reduce churn, and enhance the overall customer experience on the platform.

Role & responsibilities

1. Plan, execute, and optimize customer lifecycle and retention campaigns, including email, push notifications, in-app messaging, and other channels.
2. Collaborate with the marketing & content team to develop and execute re-engagement campaigns, promotions, and loyalty programs to drive customer retention.
3. Monitor campaign performance and continuously optimize based on data and insights.
4. Implement and optimize the customer lifecycle management strategy across all touchpoints on the pltatform, from organic subscriber (acquisition to retention.)
5. Execute retention strategies and campaigns to minimize subscriber churn and increase customer lifetime value.
Develop and implement win-back campaigns, leveraging data-driven insights and personalized messaging to re-engage lapsed subscribers.
6. Collaborate with the product and content teams to ensure a consistently engaging and relevant content experience for subscribers, by enhancing & leveraging existing feature sets available on the CLM platform

KRA (Key Result Area)

• Improving the existing subscriber & user retention
• Improving the winback & renewal rate of subscribers
• New tool & feature set implementation for channel optimization
• Automate the campaign & user journey onboarding process

Necessary Functional Skills / Domain Expertise Required For the Role:

Minimum 2 yrs of work experience would be.
Knowledge of strategies and best practices for increasing customer retention, reducing churn, and maximizing customer lifetime value (CLV).

Preferred Functional Skills / Domain Expertise Required For the Role:

Retention Strategy & Lifecycle Management: Expertise in developing and implementing retention strategies, such as personalized communication, loyalty programs, and re-engagement campaigns, to keep users engaged and reduce churn throughout the customer lifecycle.

Technical Tool/ Software Knowledge:

MoEngage, Webengage, Clevertap