Director of Customer Experience

4 days ago

Mumbai, Maharashtra, India beBeeCustomerSuccess Full time ₹ 15,00,000 - ₹ 25,00,000

Delivering Enhanced Customer Experiences

Job Description

We are seeking an experienced Customer Success Management Professional to join our team. As a key member of our organization, you will play a crucial role in driving business growth through the design and execution of comprehensive retention strategies across various customer touchpoints.

You will be responsible for developing and managing customer lifecycle campaigns to increase repeat purchases and customer lifetime value. This includes coordinating with customer success teams to create seamless retention experiences, analyzing website user behavior to identify and optimize key lead generation touchpoints, and implementing comprehensive data collection strategies across all customer interactions.

You will also be tasked with designing and deploying lead magnets, content offers, and value exchanges throughout the customer journey, as well as optimizing website conversion points, including forms, popups, exitintent captures, and progressive profiling.

Additionally, you will develop referral programs and advocacy initiatives to generate organic leads, implement behavioral triggers and smart data collection based on user actions, and create targeted campaigns that drive qualified online leads to physical store locations.

This role requires strong analytical skills, with the ability to track and optimize onlinetooffline conversion funnels. You must have experience with CRM systems and customer data platforms, as well as proficiency in analytics tools such as Google Analytics, Mixpanel, and Amplitude.

A Bachelor's degree in Marketing, Data Science, Business, or related field is required, along with 5+ years of experience in growth marketing, CRM, or customer lifecycle management.

Your expertise in customer segmentation and cohort analysis, combined with your creative problem-solving skills, will enable you to deliver innovative solutions to customer engagement challenges.

Responsibilities:

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