AM Customer Lifecycle
1 week ago
About Job
Skills & Qualification
- Bachelor's degree in Business, Marketing, Operations, or related field.
- 3–5 years of experience in customer lifecycle management, retention, or CX roles in tech, e-commerce, or consumer platforms.
- Prior experience working with CRM/CS tools such as Zoho, Kapture, Limechat, or similar.
Responsibilities
- Own the customer experience journey post-order, from successful puja/chadhawa to re-engagement.
- Collaborate with CS, Brand, and Design to create consistent end-to-end app experience (Push, In-apps, banners, content).
- Manage implementation of customer support systems (Limechat, Zoho/Kapture) to improve resolution TAT and NPS.
- Set up and monitor NPS and customer health metrics, and share insights with product/ops leaders.
- Drive continuous CX improvement projects (e.g., post-order communication templates, app journey checklists).
- Run feedback loops from support to product/retention to close gaps in customer journeys.
- Support Retention Manager with execution of automated journeys and engagement campaigns.
Key Deliverables:
Increase in CSAT metrics
- NPS system in place with a closed loop across leadership
- Scalable and optimized fulfillment journeys
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