Cx & Retention Manager

vor 2 Wochen

Zug, Schweiz yamo Vollzeit

We are yamo. A trailblazing food startup with an ambitious mission to revolutionize the dusty

kids food market.

yamostars work hard to create the healthiest and most delicious food for kids of all ages

Besides our own platform, we also partner with large scale retail partners such as Coop, Edeka, Bipa, dm and Rewe. Our team is the secret to our success Today, we count dozens of talented people from many different countries and we celebrate diversity. Inspiring each other and having a blast while reaching for the stars defines our culture.

Are you passionate about CX, E-Commerce businesses and subscription models? Do you want to be responsible for our customers' journey, ensuring their satisfaction along the way and drive projects to increase customer retention? Do you like the ambitious challenge of owning one of our most important KPIs to grow the companys revenue? If this sounds like you, then we’d love to get to know you

Tasks
- Own your metric: Your KPI is customer lifetime value, which means you will drive projects to maximize customer retention with a strong focus on our E-Commerce subscription model.
- Technical tool set-up: Implement and maintain online tools to efficiently collect key data points about the customer experience
- Establish a touchpoint analysis framework: Build customer journeys for different persona and a concept of how we can measure and quantify their experience with us throughout key customer journey touchpoints (through interviews, surveys, NPS, and other qual and quant research methodologies which you will introduce)
- Analyze the customer journey: Collect, analyze, and interpret customer feedback and other data points to initiate new customer journey improvement projects and to identify how we can optimize new or existing digital & physical products or services
- Drive projects to increase retention: Enable other teams to develop on point customer experiences e.g. communication, growth marketing, digital & physical product at the relevant touch points

**Requirements**:

- A minimum of 5 years of customer experience or similar (Customer Community Manager, Customer Marketing, Customer Journey specialist)
- You have excellent analytical skills and experience to conduct customer research (qual, quant) and analyze the gathered data
- You are self-driven and have a proven track record of improving customers’ journey
- An entrepreneurial mindset, always trying to come up with new project ideas;
- You have lead projects across different teams
- Experience in D2C & FMCG Business
- Fluent in German and English, every other language is a plus

**Benefits**:

- The steepest learning curve of your life. There are no limits to your development with us, you alone decide how far it goes for you.
- The chance to play a decisive role in shaping yamo’s future & responsibility from day one
- BYOD and flexible working hours
- Did we mention our APYs? Our Awesome Perks for Yamostars TGIF brunch, budget for hobbies and education, work from anywhere, Spotify or Netflix subscription, online fun events and more
- An extremely nice office right next to the Zug train station
- Amazing and super motivated colleagues to learn from

So, what are you waiting for? Come and join us

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