CLM and Experience-XL

Job Purpose :
To design, manage, and optimize end-to-end customer lifecycle management and journey orchestration that enhance customer experience, drive engagement, and maximize customer lifetime value, with seamless and personalized interactions across all touchpoints.

Main Responsibilities :
- Customer Life Cycle Management: design and manage customer lifecycle strategies, develop customer segmentation, and implement personalized campaign across touchpoints to improve engagement, minimize churn, and increase subscriber lifetime value.
- Customer Experience Optimization: orchestrate and optimize end-to-end customer journey, ensure consistency of experience across touchpoints.
- Data Analysis and Insight: analyze business performance, customer behavior, and market trends to identify actionable insight.
- Testing & Optimization: optimize lifecycle strategies using A/B testing and experimentation, drive innovation and continuous improvements.
- Performance Monitoring: track and report key metrics such as churn rate, ARPU, NPS. Identify immediate performance gaps and suggest tactical adjustments for continuous improvements.