Glance | Senior Manager User Engagement | bangalore

Senior Manager – Marketing - User Engagement

Glance - An InMobi Group Company

Founded in 2019, Glance is a consumer technology company that operates disruptive digital platforms including Glance, Roposo, and Nostra. Glance’s ’smart lock screen’ inspires consumers to make the most of every moment by surfacing relevant experiences without the need for searching and downloading apps. Glance Lock Screen is currently available on over 450 million smartphones worldwide. Roposo is a LIVE platform that is revolutionizing live experiences, through a unique, immersive, creator-led approach. Nostra is the largest gaming platform in India and Southeast Asia, offering gamers engaging ways to discover, play, watch, learn and compete.

Headquartered in Singapore, Glance is an unconsolidated subsidiary of InMobi Group and is funded by Jio Platforms, Google, and Mithril Capital. For more information visit glance.com, nostra.gg, and roposo.com.

What should you know about joining Glance?

At Glance, we walk the talk – free yourself, dream big, and chase your passion On joining, you’ll have opportunities to make an immediate impact on mission-critical projects, as you work with highly capable and ambitious peer groups.

Be rewarded for your autonomy even as you collaborate. Ideate, innovate, and inspire by leveraging bleeding-edge tech to disrupt consumer experiences.

While you work, we’ll take care of nourishing your body, mind, and soul. This includes daily meals, gym, trainings, tech tools, and regular unwind sessions. Also, feel free to bring your kids – even the furry ones – to the office

About the Role:

You are passionate about championing the voice of customer and will help develop and implement strategies to enhance customer satisfaction, loyalty, and retention. You will be responsible for driving customer satisfaction by not just identifying issues but proactively helping resolve them. The role will demand a cross functional leader that can collaborate and drive meaningful impact by working with teams across Product, Engineering, Sales, Marketing, Finance, and Legal.

You will have proven track record in managing customer experience and making measurable impacts. You have a deep understanding of customer needs and behaviours, as well as the ability to translate these insights into actionable plans. You have a strategic mindset, a bent for data and analytics, understanding of product and technology, and a passion for improving user love and excellent communication and interpersonal skills. You will look to make a direct impact on the company's growth and success by fostering long-term consumer loyalty and advocacy.

Voice of Customer Champion

• Champion the voice of customer program in the organisation and have complete ownership of user experience and driving engagement and retention
• Collect and analyse customer feedback from multiple channels, translating insights into actionable strategies.
• Develop and implement strategies to increase customer satisfaction and loyalty, focusing on a customer-centric approach across all interactions.
• Drive continuous improvement in customer satisfaction by identifying key areas for improvement
• Measure and track return on investment for transformation opportunities, making sure improvements deliver measurable value.
• Promote a culture of continuous process improvement, advocating for best practices across the customer experience function.
• Prepare comprehensive reports on customer satisfaction metrics and present findings to senior management to shape strategic decisions.
• Identify trends and opportunities through data analysis, audit results, and customer experience journey mapping to suggest and implement process improvements.
• Collate and publicise reviews and testimonials that promote the brand and product

Customer Success

• Manage the customer operations vertical by building the operations process
• Resolve complex customer issues by developing and implementing solutions that prevent recurring problems, contributing to long-term customer satisfaction.
• Design and deliver training programs to equip customer service teams with necessary skills and knowledge, fostering continuous learning and alignment with evolving customer needs.
• Conduct in-depth data analysis to support business decisions and mitigate financial risks and operational challenges.
• Collaborate with stakeholders across product, business and legal teams to address and resolve pain points, ensuring organizational alignment.
• Provide support for marketplace tools and self-service initiatives, ensuring they meet customer needs and contribute to overall satisfaction.

User Engagement & Retention

• Build deep understanding of our users and identify opportunities for growth and optimization at every stage of the customer lifecycle (activation, retention, cross sell, churn management)
• Own the entire onboarding, retention and reactivation funnel by constantly tracking, optimizing, and improving the same with the combination of data, customer insights, and customer-centric thinking.
• Create customer journeys and automations on the tool and track the journey
• Responsible for increasing Customer Lifetime Value (CLV) by improving retention, loyalty, and advocacy.
• Lead the reporting, monitoring, tracking for the different segments and behaviours & also publish appropriate performance dashboards.
• Own all voice of customer metrics like Engaged Users, Feature Adoption, Churn Reduction, NPS and more for the business.

Growth Marketing

• Responsible for growth marketing charter – Create strategy and drive management of growth marketing experiments to find new levers of growth across countries and channels
• Focus over customers and deep dive into their engagement with the platform. Use this knowledge to build growth and retention campaigns that convert potential lapsed & inactive users to engaged users.
• Think of creative concepts to convert and engage users across lifecycle and support in preparing and executing monthly marketing calendar for various retention campaigns
• Work with the Product and Marketing teams to deliver recommendations for customer engagement campaigns
• Perform extensive campaign analysis daily, weekly, monthly to find growth opportunities

Qualifications

• Bachelor’s degree in Business, Marketing, Communications, or a related field (Master’s degree preferred).

• Minimum 10-12 years of experience in customer engagement, growth, product strategy and customer experience, or a related role, preferably in leadership or senior management position.

• Proven track record of driving significant improvements in customer satisfaction and loyalty through data-driven strategies.

Ideal experience for the candidate should be in a product enabled D2C startup

Strategic thinker with the ability to transform customer insights into actionable business strategies.

• Strong analytical skills with expertise in customer journey mapping, data analysis, and reporting on key customer satisfaction metrics.
• Demonstrated ability to tackle complex customer issues, developing scalable solutions to address root causes and prevent recurrence.
• Strong project management skills with a demonstrated ability to oversee multiple high-impact projects simultaneously.
• interpersonal skills with the ability to communicate effectively at all organizational levels, including senior leadership and C-level executives.
• Excellent written and verbal communication skills, with the ability to present complex insights and recommendations clearly and persuasively.
• Experience collaborating across multiple teams, including Product, Engineering, Legal, and Operations, to drive a unified approach to customer satisfaction.
• Demonstrated ability to lead and influence cross-functional teams, driving initiatives from conception to completion.
• Ability to thrive in a fast-paced, dynamic environment, with a high degree of flexibility in managing changing priorities and diverse projects.
• Strong multitasking skills, capable of handling various tasks such as training, technical discussions, and commercial decision-making.
• Deep understanding of customer-centric approaches, with a commitment to putting customer needs at the core of business strategy.
• Strong focus on improving customer loyalty, satisfaction, and overall experience across the organization.