Digital Customer Experience Manager

vor 23 Stunden

Nyon, Waadt, Schweiz Webloyalty Sàrl Vollzeit

About Webloyalty Sàrl

We are seeking a seasoned Digital Customer Experience Manager to lead our customer retention initiatives, drive loyalty, and maximize customer lifetime value. As part of our Product & Lifecycle Marketing team, you will work closely with cross-functional departments to develop and execute strategic campaigns that minimize cancellations, improve customer engagement, and boost revenues.

Key Responsibilities:

  • Team Management and Leadership
  • Manage a team of four professionals, providing guidance, support, and feedback to ensure each member excels in their role.
  • Set clear performance objectives and conduct regular check-ins, reviews, and assessments to align team goals with retention targets and business objectives.
  • Foster a collaborative environment, encouraging professional development and skill expansion in retention, analytics, and marketing.
  • Prioritize and delegate tasks within the team to ensure efficient project execution and balanced workloads.
  • Cross-Functional Coordination: Serve as the primary point of contact for the retention team, ensuring alignment and shared focus on customer retention goals.

Retail KPI Management and Strategy

  • Establish and manage key performance indicators (KPIs) for customer retention, including churn rate, customer lifetime value (CLV), and engagement metrics.
  • Develop comprehensive retention strategies leveraging multi-channel marketing approaches, such as email, SMS, in-app notifications, and social media.
  • Analyze customer data to identify opportunities for growth and improvement within the retention funnel, using insights to shape initiatives that extend customer lifecycles.

Personalization and Marketing Automation

  • Segment customers based on behavior, demographics, and preferences to deliver personalized, relevant, and persuasive marketing messages.
  • Manage the marketing automation platform and workflows, ensuring continuous engagement and retention of subscribers through triggered messages, lifecycle campaigns, and automated flows.
  • Craft personalized content and messaging strategies that resonate with segmented audiences and reinforce brand loyalty.

Retention Initiatives and Multivariate Testing

  • Design and implement retention and loyalty campaigns, including copywriting, design, development, and reporting.
  • Conduct A/B and multivariate testing on different channels to identify the most effective approaches and optimize retention metrics.
  • Implement best practices for email communications, including deliverability, sequencing, segmentation, and automation.
  • Analyze and report on campaign performance, identifying trends, insights, and actionable recommendations for improvement.

Project Management

  • Support the implementation of the project pipeline by coordinating with IT, development, and marketing teams.
  • Leverage ROI-focused project initiation, guiding each initiative from conceptualization through final delivery.
  • Collaborate with cross-functional stakeholders to drive alignment and secure necessary resources for retention projects.
  • Incorporate new tools and technologies to enhance retention and loyalty programs, driving long-term customer engagement.

Communication and Documentation

  • Implement transparent processes to ensure alignment across departments by communicating retention strategies, goals, and results.
  • SUPPORT THE CREATION AND MAINTENANCE OF DOCUMENTATION FOR ALL INITIATIVES, PROJECTS, AND TESTS.
  • Share insights, learnings, and best practices across teams and with upper management to enhance organizational understanding of retention strategies.
  • Actively engage with team members in a constructive manner, supporting collaborative efforts to achieve shared goals in retention and customer engagement.

Estimated Salary Range: $80,000 - $110,000 per annum

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