ROLE DESCRIPTION

Business Management 60%

Internal Customer Management 20%

People Management 20%

• Lead the development and implementation of consumer engagement strategies that maximize customer lifetime value. Design effective customer journey management and data-driven cross-sell/upsell campaigns to deepen customer penetration and sales growth.

• Creation of data governance standards to ensure all relevant information related to consumer engagement is standardized across platforms and ready to generate insights and continuous assessment of results.

• Lead the team and understand end-to-end data processes across systems to deliver business performance reporting, campaign tracking, and consumer engagement/behavior analysis.

• Identify business opportunities via consumer engagement by analyzing data on new and repeated users' status, sales contribution, retention metrics and propose actionable insights.

• Design mechanism of loyalty program and create roadmap of all lifecycle consumer journey from onboarding and replenishment and retention.

• Oversee the end-to-end implementation and delivery of consumer engagement campaigns, ensure seamless and personalized execution of new initiatives.

• Collaborate with brands and work independently to perform in-depth customer analysis, design customer journey, develop advanced lifecycle programs with business impact.

• Analyze and understand customer preferences, working closely digital and brands to design attractive rewards and experience for customers.

• Lead the cross functional team to pilot and implement personalized end-to-end campaigns and communications to create touchpoints and optimize campaign response

• Lead a team of external customer service representatives to deliver outstanding customer experiences and service across different channels (Hotline, Social, Whatsapp)

• Collaborate with cross-functional team to integrate analytics into business processes and decision making with trackable Salesforce.com omni-channel activities

• Provide leadership and mentorship to a team of consumer engagement professionals, guiding their growth and inspiring them to achieve exceptional results

• Champion industry trends in consumer engagement/loyalty and analytics innovation.

BUSINESS OUTCOMES

• Customization of consumer engagement campaigns and robust data governance to ensure seamless use and optimal support of omni-channel consumer engagement activities

• Comprehensive data capture of critical customer information at various points in the customer lifecycle across the organization, to support analytics

• Responsible and implement end-to-end strategy from customers recruitment to existing users' loyalty

• Routinely analyze and report to business team on new and repeated users, sales contribution, retention metrics with actionable insights.

•   Closely collaborate with digital and brands to support business growth in omni-channel

• Conduct test & learn approach for new channels, creative, messaging and audience segment to scale our current marketing efforts while improving conversion rate.  

• Stay abreast of industry trends and emerging technologies related to consumer engagement and consumer service. Proactively identify areas for improvements and recommend enhancement to existing delivery processes.

• Strong ability to analyze data, recognize trends, and convert insights into effective strategies.

KEY RESPONSIBILITIES & ACTIVITIES

• Responsible for shaping, leading and implementation of overall consumer engagement strategy in collaboration with cross functional teams to drive sales growth and customer retention.

• Able to translate business problems into analytics-led solutions with appropriate methodology, manage initiatives effectively and evaluate the results rigorously.

• Lead the team on market research and consumer analytics to identify areas of opportunity for consumer engagement initiatives

• Utilize data-driven approaches to drive database segmentation effectively, improving personalized communications and marketing campaigns.

• Map consumer journey to identify and analyse touch points with the organization to maximize commercial opportunities

• Collaborate with cross functional to create roadmaps for loyalty and retention programs to drive an exceptional customer experience

• Strong analytical skills with the ability to interpret data and generate actionable insights to drive business growth through data analytics.

• Champion industry trends in consumer engagement/loyalty and analytics innovation.

• Coach team to deliver high quality consumer engagement related initiatives and analysis.

KEY BUSINESS CHALLENGES

• Deploying large scale technology transformation in an evolving business and healthcare environment, in an organization with varying levels of technical knowledge/capability

• Establishing relevant KPIs for cross-functional teams across disconnected (legacy) systems and applications

• Implementing new business processes and ways of working to optimize value of consumer engagement/loyalty insights

• Building and maintaining consumer engagement and data capabilities across relevant cross-functional team members (e.g., Marketing, Sales)

• Facilitating constructive, collaborative, and business-focused interaction with all relevant internal and external partners (e.g., Sales, Marketing, external Vendors)

The base pay for this position is

In specific locations, the pay range may vary from the range posted.