Company - Enveu
Position - CLM Specialist
Experience - 3+ years
Location - Noida ( 5 Days WFO) / Remote
Job Overview:
We are seeking a energetic and strategic Customer Lifecycle Management (CLM) specialist/Manager to join our team. The CLM Specialist/Manager will be responsible for developing and implementing strategies to optimize the customer journey, enhance customer retention, and drive customer satisfaction and loyalty. This role requires a strong understanding of customer behavior, excellent analytical skills, and the ability to collaborate effectively with various departments to deliver a seamless customer experience.
Key Responsibilities:
1. Customer Journey Mapping and Analysis:
• Map the end-to-end customer journey to identify key touchpoints and opportunities for improvement.
• Analyze customer data and feedback to understand customer behavior and preferences.
2. Strategy Development and Implementation:
• Develop and implement strategies to optimize each stage of the customer lifecycle, from acquisition to retention and advocacy.
• Collaborate with marketing, sales,
and customer success teams to ensure alignment and execution of lifecycle strategies.
3. Customer Engagement and Retention:
• Design and execute customer engagement programs, including onboarding, education, and loyalty initiatives.
• Monitor and analyze customer retention metrics to identify trends and areas for improvement.
• Develop and implement strategies to reduce churn and increase customer lifetime value.
4. Customer Feedback and Improvement:
• Collect and analyze customer feedback through surveys, qualitative and quantitative research, and other channels.
• Identify areas for product or service improvement based on customer insights.
• Work with product development and other relevant teams to implement changes that enhance the customer experience.
5. Performance Tracking and Reporting:
• Develop and maintain dashboards and reports to track key customer lifecycle metrics.
• Present find