Customer Lifecycle Manager - Bengaluru, India - Silvermine Group

Description

We are seeking a strong Customer Lifecycle Manager to lead the development of a world-class customer lifecycle program that activates and accelerates revenue. We're looking for a high-impact strategist and customer marketer who can oversee planning and prioritization of marketing programs that improve lead conversion rate (e.g. lead nurture programs), increase Average Revenue Per Account (ARPA), drive product adoption and reduce churn. You will partner closely with our management team to define organization wide processes and customer experiences which efficiently achieve these goals.

Responsibilities

• Lead the development and execution of end-to-end customer lifecycle strategies, from onboarding to renewal and expansion.
• Partner with Marketing Operations, Sales and Account Management teams to analyze business and marketing data to identify key drivers, mechanics and associated dependencies for driving conversion, product adoption and retention.
• Effectively translate analytics into clear insights and actionable recommendations
• Manage marketing automation including email triggers and batch campaigns throughout the customer lifecycle via HubSpot and other systems.
• Analyze customer data and feedback to identify trends and potential reasons for churn.
• Develop and implement strategies to improve customer retention rates.
• Collaborate with cross-functional teams, including Marketing and Product Development, to ensure alignment on retention initiatives.
• Create and optimize customer engagement programs, such as loyalty programs, referral programs, and customer feedback mechanisms.
• Monitor key retention metrics and KPIs, such as customer lifetime value, churn rate, and retention cost.
• Conduct regular customer surveys and interviews to gather feedback and insights.
• Work closely with the Customer Support team to address customer concerns and issues in a timely manner.
• Partner with Communications, Content and Creative teams to drive the development of email communications, and marketing assets to nurture customer relationships.
• Drive continued innovation in evolving marketing programs most effectively and engaging the customers at a scale.
• Forecast results from various tactics and advocate for resource prioritization.
• Articulate program strategy and communicate results to key stakeholders.
• Identify customer segments for targeted marketing programs and plan customer offers and incentive programs to deliver ROI-positive results.

Required Skills & Qualifications:

• 5-8 years relevant marketing strategy and/or Customer experience/relationship management experience, ideally in B2C or SaaS companies
• Bachelor's degree in Sales & Marketing, or related disciplines. Master's degree is a plus.
• Hands-on experience with the Marketing CRM HubSpot or similar tools
• Familiarity with online marketing metrics and key performance metrics
• Deep understanding of the digital marketing landscape and a passion for building innovative & ROI-positive marketing programs at scale.
• Experience using analytics / statistics is preferred.