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Customer Communications Strategy & Implementation Manager - Lifecycle Management
Customer Communications Strategy & Implementation Manager - Lifecycle ManagementCinch Home Services, Inc. • Boca Raton, FL, US
Customer Communications Strategy & Implementation Manager - Lifecycle Management

Customer Communications Strategy & Implementation Manager - Lifecycle Management

Cinch Home Services, Inc. • Boca Raton, FL, US
30+ days ago
Job type
  • Full-time
Job description

Job Description

Job Description

Key Responsibilities :

  • You will be responsible for formulating optimal lifecycle solutions based on the customer cohort, client requirements, as well as internal insights and data.
  • Partner with SMEs to develop a customer journey map that drives customer value and maximizes engagement and loyalty in the onboarding, customer servicing, and retention windows.
  • Understand the value and are adept at various marketing / communications tactics and delivery channels, including email, direct mail, inbound and outbound telesales, web-based experiences, etc., and utilize the most efficient and effective means to drive customer value.
  • Ability to synthesize customer insights from across the organization, such as NPS, online ratings, customer cancellation dispositions; and turn those insights into actions that improve customer retention.
  • You are knowledgeable about test-and-learn processes, metrics tracking and post-analysis, and utilize this knowledge to continuously analyze and improve lifecycle initiatives.
  • You will assess and monitor the market for relevant lifecycle activities and best practices and stay abreast of what competitors are doing for retention activities.
  • Ability to perform other LCM duties as assigned.

Qualifications :

  • 5+ years of experience handling communication strategy, planning, implementation in related areas, such as an account manager in a marketing / advertising agency, or company role in customer lifecycle management, or marketing strategy & implementation.
  • Experience in the home services or subscription-based business a plus.
  • Strong competencies in planning and organization with the ability to juggle multiple initiatives while maintaining a focus on quality and effectiveness.
  • Knowledgeable multi-channel marketing strategist with background in campaign development and execution.
  • Familiarity with programs such as Jira, HubSpot, Google Analytics, SFMC, Liferay, and shared document platforms.
  • Solid business acumen along with demonstrated work ethic, integrity, and professional conduct and appearance.
  • Ability to produce and present clear, concise, and professionally written communications and executive presentations.
  • Effective communication and interpersonal skills.
  • Highly organized with attention to detail and ability to build and maintain relationships with internal and external partners.
  • Exceptional leadership and task management abilities.
  • Ability to adapt to changing market conditions and customer needs.

    • Education :

  • Bachelor’s degree in business, marketing, communications, or related field required.
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