Customer Journey Lead

POSITION:        Customer Journey Lead            

DEPARTMENT: Command Centre             

                                   

 

CONTEXT OF THE ROLE

To optimise the customer journey, to increase customer lifetime value.

 

             

PURPOSE OF THE ROLE (What are the goals/outputs you expect?)

– Maximise the customer LTV and customer experience

– Drive business outcomes such as Decay (churn), grow Gross Profit, drive sales.

– Analyse customer behaviour and create, execute and monitor marketing campaigns for retention, churn, cross sell and upsell.

– Formulate customer value management plans to improve LTV.

– Collaborate with key stakeholders to identify and implement base line campaigns to increase customer value.

 

             

QUALIFICATIONS/EDUCATION

Degree in: Business Science, Statistics & Analytics

 

TIME/YEARS	3 Years in a similar role
TITLES/KEY WORDS	Customer Experience Lead, Process Analyst, Marketing Insights, Journey Analyst, Business Analyst
INDUSTRIES	Financial services/FMCG/Telecommunications

 

 

CORE SKILLS

 

– Strong analytical ability

– Commercial focus/experience

– Self-motivated, self-generating, hands-on approach

– Ability to influence stakeholders

– Entrepreneurial, creative thinker, open to challenging the status quo to explore new possibilities.