An exciting Head of Customer Lifecycle Managements job has just become available at one of the most respected local fintech company in Jakarta.

About the Head of Customer Lifecycle Managements Role:
Reporting to the Chief Customer Management Officer, you will lead a team to segment your customers for purposes of retention, reactivation, and loyalty, to name a few.

• Develop a comprehensive customer life cycle management strategy.
• Collaborate on the creation of new products, focusing on customer acquisition, cross-selling, and upselling while prioritizing customer value and life cycle.
• Analyze and initiate campaigns and selling strategies to encourage continuous use of company products by customers.
• Work closely with Finance and Risk teams to determine optimal product pricing.
• Lead the team in creating counter-promotions based on competitor monitoring results, ensuring successful execution and establishing the company as a market leader.
• Define customer clusters based on different customer values and develop strategies to increase customer value within each segment.
• Define and monitor key performance indicators (KPIs) for customer life cycle, using results for ongoing improvement.
• Continuously manage and review the customer contact strategy.
• Formulate strategies and support the Chief CRM Officer in achieving volume targets for cash loan products.
• Inspire, cultivate, and lead the customer lifecycle management team, aligning with the eight leadership qualities.
• Collaborate closely with the customer operation team to capitalize on and monetize inbound customer service as part of the sales process.
• Work closely with the product team to tailor new products that meet specific customer needs, particularly for customer retention and reactivation, especially with dormant customers.
• Manage and develop the Customer Lifecycle team to enhance their performance and meet expected targets.

To succeed in this Head of Customer Lifecycle Managements job, you will need to have the ability to work effectively and co-operatively with director level, cross culturally, and internal matrix.

Key Requirements:

• A background of at least 10-12 years in operations and customer experience.
• Certification in Six Sigma.
• A thorough understanding of the customer life cycle approach and its diverse aspects.
• Exceptional English communication skills.
• Robust managerial capabilities.
• A proactive, solution-oriented approach to resolving challenges.
• Advanced analytical skills and a willingness to assess data for improved decision-making.
• Effective organizational and planning skills, with the capability to coordinate multiple significant projects concurrently.
• Outstanding verbal and written communication skills.
• The ability to establish strong working relationships both internally and externally within the organization.

The culture is demanding but if you are confident and have a can-do attitude the potential rewards are significant. The firm is also very focused on developing and training their people to the highest standards.

If you are driven, determined and want to take the next step in your career, this role is right for you.

Apply today or contact me to discuss this new opportunity.

Due to the high volume of applications we are experiencing, our team will only be in touch with you if your application is shortlisted.