Our esteemed client seeks a Head of Business Lifecycle Management, extending this opportunity to expatriates who are eager to relocate to Indonesia. This pivotal role will be stationed in Jakarta, Indonesia.
Job Responsibility:
- Designing strategy on customer life cycle management so that customer will engage to the Company.
- Cooperation on new product development in area of acquisition and XSell/UpSell with focus to customer value and lifecycle.
- Analyze and Initiate new campaigns and selling strategies so that the customer continously using Company product.
- Cooperate with Finance and Risk to determine the suitable product pricing.
- Lead the team to make counter promo based on competitor monitoring result to ensure the counter promo will run succesfully to the targeted customer and the company will be leader in the market.
- Defining customer clusters with different customer value and defining strategy to obtain higher customer value from customer base.
- Defining and monitoring of customer life cycle KPIs and analyze the result as a source for future improvement.
- Ongoing Managemenet and review of customer contact strategy
- Formulate strategy and assist Chief CRM Officer to deliver volume target, for cash loan product
- Inspire, grow, lead, customer Lifecycle management team that align with the 8 leadership qualities
- Work very closely with customer operation team to capitalize and monetize inbound customer service to be used as a part of the sales process
- Work very closely with product team to tailor new product that fits to customer needs (to retain customers, to reactivate customers, especially dormant customers)
- Manage and develop Customer Lifecycle team to improve their performance and meet their expected target.
Job Requirements:
- Minimum 10-12 years of experience in operations and customer experience
- Six sigma certification
- Understanding customer life cycle approach and aspects.
- Excllent English communication.
- Good managerial skill
- Proactive, solution-oriented approach to problems.
- Expert analytical abilities and the desire to evaluate data to enhance decision making.
- Strong organizational and planning skills, with ability to effectively coordinate several key projects simultaneously.
- Excellent verbal and written communication skills.
- Ability to develop strong working relationships both inside and outside of the organization.
