Deskripsi Pekerjaan
We are seeking a highly analytical and results-driven Customer Value & Persistency Manager to join our team in Jakarta. In this pivotal role, you will be the architect of our customer retention strategy, focusing on maximizing customer lifetime value (CLV) through data-backed insights and proactive engagement.
You will lead initiatives to optimize our product portfolio holding, ensuring that we effectively cross-sell and upsell to our existing user base while minimizing churn. By blending customer behavior analytics with creative lifecycle marketing, you will ensure our services remain indispensable to our clients. If you are passionate about customer loyalty, building long-term relationships, and driving revenue growth through strategic retention, we want to meet you.
Tanggung Jawab
- Develop and execute comprehensive strategies to drive customer persistency and reduce churn rates across all product lines.
- Analyze customer usage patterns to identify key opportunities for cross-selling and upselling to increase product penetration.
- Design and manage end-to-end customer lifecycle programs to improve engagement and satisfaction scores.
- Collaborate with Data Science and Sales teams to segment the customer base and create personalized retention campaigns.
- Monitor key performance indicators (KPIs) such as Net Revenue Retention (NRR), churn rate, and Customer Lifetime Value (CLV).
- Lead tactical experiments to optimize customer conversion paths and onboarding experiences.
- Prepare regular reporting for senior management regarding customer health, risks, and growth opportunities.
Kualifikasi
- Bachelor’s degree in Business, Marketing, Economics, or a related quantitative field.
- Minimum of 5-7 years of experience in customer loyalty, CRM, or retention marketing within a fast-paced environment.
- Proven track record of increasing product holding through data-driven cross-selling and upselling strategies.
- Strong analytical skills with proficiency in SQL, CRM platforms (Salesforce/HubSpot), and data visualization tools (Tableau/PowerBI).
- Deep understanding of customer segmentation, behavioral targeting, and funnel optimization.
- Excellent communication and leadership skills to influence cross-functional stakeholders.
- Fluency in both Bahasa Indonesia and English.