Identify and implement customer lifecycle, engagement, and customer journey improvement initiatives to maximize customer lifetime value and customer satisfaction.
Develop and execute lifecycle campaigns and engagement strategies across onboarding, activation, cross/up-sell, retention, and reactivation stages.
Prepare business cases, customer funnel analysis, and performance evaluation to support lifecycle initiatives and optimization activities.
Provide recommendations on customer communication, engagement strategies, and marketing initiatives to improve campaign and customer experience effectiveness.
Identify best practices and continuous improvement opportunities to enhance customer lifecycle management and engagement effectiveness.
Collaborate with Product, Sales, Marketing, Digital, and other stakeholders to improve customer lifecycle and engagement performance across channels.
Requirements:
Bachelor's degree in any major.
7+ years of experience in customer lifecycle management, CRM, or related field.
Experience in designing and executing lifecycle campaigns (onboarding, activation, usage, cross-sell/up-sell, retention)
Experience in financial services, lending, fintech, or consumer credit industries is preferred
Strong understanding of customer lifecycle frameworks and CLV optimization
Ability to identify process gaps and campaign improvement opportunities
Experience with CRM and campaign management platforms
Experience in cross-functional collaboration (Product, Marketing, Sales, IT, others)
Comfortable working in a fast-paced, data-driven environment
