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Customer Engagement Director
2 weeks ago
Job Alert You will be updated with latest job alerts via email
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Job Alert You will be updated with latest job alerts via email
Valid email field required
Send jobs
Responsibilities:
- Create plans to reduce order compensations and refunds through root cause analysis and resolution. Create a user toolkit to quantity, classify and instantly resolve customer issues.
- Set up strategies to review and improve the experience of highly defected orders. Set up a defect orders monitoring and resolution process.
- Set up campaigns for subscription and meal plan business to increase per user revenue, improve renewal rate and reduce churn.
- Lead the requirements and implementation of the CRM system. Set up flags, triggers and functionalities based on customer behavior and journey data points.
- Set up a next best action strategy to increase revenue and reduce churn.
- To be responsible for setting up a business wide customer engagement strategy, creating customer wow moments to improve NPS, CSAT and churn scores.
- Create customer profiling and customer segmentation for Kitopi's customer base.
- Create targeted campaigns based on data to upsell and cross sell across brands.
- Work with data science team to create a churn prediction model. Set up strategies to reduce churn through proactive and reactive retention activities.
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