The Engagement & Loyalty Sr. Manager is responsible to directly oversee execution of campaigns with a team of specialists that will grow and retain the existing customer base across the Group. Providing the necessary leadership in a bid to optimise usage and drive cross sell and upsell, welcome, grow, save and win back customers underpinned by sound customer and data analysis.
· Work closely with Associate Director - Customer Experience and Lifecycle to implement and execute engagement, retention, and loyalty campaigns/projects based on customer behaviour, data, and best practices.
· Oversee and Manage Engagement and Loyalty Team Specialists to meet team performance expectations, goals and KPIs
· Spearhead initiatives that streamlines and offers better customer experience and loyalty
· Along with a team of Specialists, build and optimise the customer lifecycle journey for all customers – to drive business outcomes across all stages – new member, active, retention/churn, etc.
· Use various cross-selling/upselling marketing strategies to drive conversions through our channels.
· Be up-to-date with CRM, retention and loyalty marketing best practices for our industry
· Communicate progress, risks, expectations, timelines, milestones and other key campaign/project metrics to manager, stakeholders, and team members.
· Co-create, implement, and drive product cross-sell campaigns to grow product usage to meet agreed revenue targets.
· Co-create, implement, and drive product up-sell campaigns to grow product usage, to meet agreed revenue targets.
· Oversee and manage retention campaigns and processes to welcome, grow, retain, save and winback customers and associated KPI’s.
· Build reporting structure to monitor and report cross-sell, up-sell and retention campaign performance.
· Collaborate closely with key heads of department align customer growth and retention activities with other business functions in order to implement the business strategy.
· Possess at least a bachelor’s degree in Marketing / Business (or equivalent)
· At least 4-6 years of working experience in Loyalty Marketing, CRM Marketing, or Marketing-related field
· Familiar with loyalty and retention programs, the customer lifecycle/journey, and CRM
· Strong written and spoken communication skill , analytical and problem solving abilities
· Experienced in working with large customer database and giving presentations to stakeholders
· Consultative and collaborative working style, outcome focused and data driven.
· Experienced in leading, coordinating, and managing complex projects in a structured way
· Ability to work under pressure in a fast-moving environment, managing competing deadlines.
· Be self-motivated and able to work with minimal supervision.
· Positivity, resilience, drive and resourceful.
· Has experience in execution of customer nurture/marketing automation programs.
· Has managerial or mentorship experience of some kind in the past
· Passion for the small business community and want to help them grow.
· Has hands on experience with tools used for executing Lifecycle Marketing Campaigns
· Cross cultural experience or experience working with remote teams is an advantage
· Candidate with experience in Technology, Internet & SaaS businesses would have an added advantage