Lifecycle Engagement Manager

What you’ll be doing...
Create and manage key touchpoints and moments of truth across the customer’s relationship with the company, with a goal of creating loyal users and brand evangelists
Drive mobile app and social engagement of our user base using state of the art techniques and tools
Manage the customer rewards program
Develop and manage the customer referral program and incentives
Create and execute campaigns targeted at existing customers over the entire journey from onboarding to retention
Be the experts with data about how customers are using the service, engaging with our various touchpoints and campaigns
Manage martech stack and vendors
Define customer community processes and benefits
ARPU enhancement and churn reduction program development
Drive innovation in mobile and social customer engagement

What we’re looking for...
Role Responsibilities
Lead the definition of the customer touch points and the desired experience/potential pain points at each
Build programs to address potential pain points or reinforce positive experiences across the journey
Identify key moments for offering a reward, asking for an app rating or a social referral
Build a customer communications plan across the customer lifecycle
Use data to drive decisions about how customers are engaging with our service at key touchpoints
Be the central “air traffic control” group for managing communications to existing customers
Drive innovative customer engagement tactics through app-based and social interaction as well as localized promotions, events and experiences

Qualifications

4+ years working in loyalty, customer engagement or a customer service leadership role
2+ years of working in consumer product and/or technology brands
Familiarity with state of the art mobile engagement tools highly desired
BS/BA and MS/MBA degree preferred, or alternatively 10+ years in customer service with a proven track record of identifying pain points and fixing them
A process and customer experience orientation, with proven examples of success
Be both a left-brain and right brained thinker – an ability to think creatively about the customer experience, but with the quantitative skills to make data driven decisions
Strong organizational, negotiation and interpersonal skills to successfully communicate ideas and recommendations to all levels within an organization.

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