Senior Digital Performance Management Officer

1. Job Purpose:

• Responsible for managing customer information and data, as well as monitoring customer trends. They analyze customer data to identify areas of improvement and develop new strategies for increasing customer satisfaction across Omni-channel.

2. Job Description:

• Customer segmentation, journey mapping and feedback analysis in order to define and enhance customer strategy

• Monitoring and improving Customer lifecycle metrics like CAC (Customer acquisition cost) and CLV (Customer lifetime value)

• Collaborating with product teams to make sure product adoption and training is optimized

• Tracking, Monitoring and improving Customer retention metrics

• Consistent data sharing ensures both customers and brands are aligned, streamlining resolutions. Making sure of consistency across all touchpoints and seamless transition between channels.

• Comprehensive data integration informs real-time, adaptive personalization across all touchpoints

• Being on top of customer concerns through a holistic view of your customers’ social activities, chats, emails, community discussions, survey results, case history and CRM data — all to provide rich data to your sales and marketing teams to deliver high-performing campaigns

• Utilizing automation tools and balance automation in omnichannel customer experience, businesses should use tech for routine tasks, keep human interaction for complex issues, regularly gather feedback, and adjust based on customer needs and behavior.

• Have experience with marketing & automation tools

• At least 3 years of experience

• Have data-driven decision making

• Define and utilize metric in order to enhance project performance