Customer Communications Strategy & Implementation Manager - Lifecycle Management

Job Description

Job Description

Key Responsibilities: 

• You will be responsible for formulating optimal lifecycle solutions based on the customer cohort, client requirements, as well as internal insights and data.
• Partner with SMEs to develop a customer journey map that drives customer value and maximizes engagement and loyalty in the onboarding, customer servicing, and retention windows.
• Understand the value and are adept at various marketing / communications tactics and delivery channels, including email, direct mail, inbound and outbound telesales, web-based experiences, etc., and utilize the most efficient and effective means to drive customer value.
• Ability to synthesize customer insights from across the organization, such as NPS, online ratings, customer cancellation dispositions; and turn those insights into actions that improve customer retention.
• You are knowledgeable about test-and-learn processes, metrics tracking and post-analysis, and utilize this knowledge to continuously analyze and improve lifecycle initiatives.
• You will assess and monitor the market for relevant lifecycle activities and best practices and stay abreast of what competitors are doing for retention activities.
• Ability to perform other LCM duties as assigned.

Qualifications: 

• 5+ years of experience handling communication strategy, planning, implementation in related areas, such as an account manager in a marketing / advertising agency, or company role in customer lifecycle management, or marketing strategy & implementation. 
• Experience in the home services or subscription-based business a plus.
• Strong competencies in planning and organization with the ability to juggle multiple initiatives while maintaining a focus on quality and effectiveness. 
• Knowledgeable multi-channel marketing strategist with background in campaign development and execution.  
• Familiarity with programs such as Jira, HubSpot, Google Analytics, SFMC, Liferay, and shared document platforms. 
• Solid business acumen along with demonstrated work ethic, integrity, and professional conduct and appearance.
• Ability to produce and present clear, concise, and professionally written communications and executive presentations. 
• Effective communication and interpersonal skills. 
• Highly organized with attention to detail and ability to build and maintain relationships with internal and external partners. 
• Exceptional leadership and task management abilities. 
• Ability to adapt to changing market conditions and customer needs. 

Education: 

• Bachelor’s degree in business, marketing, communications, or related field required.