Customer Lifecycle Officer

Job description

Customer Lifecycle Officer

Market Management

Purpose of the Role

As a Customer Lifecycle Supervisor, you will be responsible for overseeing and optimizing the customer lifecycle from acquisition through retention and loyalty. This role involves creation of campaigns and implementing lifecycle marketing strategies to improve Customer Lifetime Value (CLV). The ideal candidate is expected to possess a strong ability to collaborate, superb analytical skills, a deep understanding of customer lifecycle management, and a passion for driving customer-centric initiatives.

Responsibilities of the Role

1. Develop, implement, and manage the Customer Lifecycle strategy.

• Collaborate with cross-functional teams to develop and implement customer lifecycle strategies.
• Design and execute campaigns and initiatives to enhance customer engagement and retention.
• Analyze customer data and feedback to identify opportunities for improvement.

2. Support customer journey optimization.

• Collaborate with the Head of Customer Experience to identify pain points and opportunities.
• Implement processes and tools to enhance the customer experience and increase Customer Lifetime Value (CLV)
• Monitor key performance indicators (KPIs) related to customer satisfaction, acquisition, retention, and lifetime value.

3. Stakeholder collaboration

• Work closely with marketing, sales, product, and customer service teams to ensure alignment on customer lifecycle goals.
• Serve as a point of contact for internal and external stakeholders regarding customer lifecycle matters.

4. Reporting and Analysis

• Prepare and present reports, insights, and recommendations on customer lifecycle performance to stakeholders, including but not limited to customer and policy count, and competitor intelligence.
• Utilize data analytics to drive decision-making and strategy adjustments.

Requirements for the Role

• Bachelor’s degree in Marketing, Business Administration, or a related field. A Master's degree is an advantage but not a requirement.
• Minimum 3 years of proven experience in customer lifecycle management, customer experience, or a related role in the life insurance industry.
• Excellent analytical and problem-solving abilities.
• Proficient in data analysis tools and customer relationship management (CRM) systems.        
• Strong communication and interpersonal skills.
• Ability to work collaboratively across departments and influence stakeholders.

64907 | Marketing & Design | Professional | n.a. | Allianz Philippines | Full-Time | Permanent