Customer Engagement Manager

5 months ago

Sydney, Australia TMGM Full time

We are seeking an enthusiastic and analytical individual to join our global marketing team as a Customer Engagement Manager. In this role, you will be the driving force behind understanding our company's diverse customer base, segmenting them into distinct categories such as VIP, regular, potential, and inactive, and designing customized strategies to maximize customer engagement, retention, and resell opportunities.

**Key Responsibilities**:
Customer Segmentation and Analysis:

- Utilize advanced data analytics tools to comprehensively analyze customer behavior, preferences, and purchase history.
- Segment the customer base into distinct categories based on predefined criteria such as VIP, regular, potential, and inactive.
- Identify key characteristics and trends within each segment to inform targeted marketing strategies and engagement initiatives.

Resell Strategy Development:

- Collaborate closely with cross-functional teams to develop comprehensive resell strategies tailored to each customer segment's unique needs and preferences.
- Design customer journey maps to identify touchpoints and opportunities for resell initiatives, ensuring a seamless and personalized customer experience.
- Develop and execute compelling marketing campaigns, promotions, and incentives to encourage repeat purchases and drive resell opportunities effectively.

Retention Strategy Implementation:

- Implement innovative retention-focused initiatives aimed at enhancing customer loyalty and minimizing churn rates across all segments.
- Develop and execute personalized communication strategies to engage with customers at various stages of the customer lifecycle, fostering strong relationships and driving repeat business.
- Monitor customer feedback and satisfaction metrics continuously to identify areas for improvement and proactively address customer concerns, ensuring a high level of satisfaction and loyalty.

Performance Analysis and Optimization:

- Track and analyze the performance of marketing campaigns and engagement initiatives using relevant KPIs, such as customer acquisition cost, customer lifetime value, and retention rates.
- Conduct A/B testing and performance experiments to optimize campaign effectiveness and ROI, leveraging data-driven insights to refine strategies and drive continuous improvement.
- Provide regular reports and insights to stakeholders on the effectiveness of resell and retention strategies, highlighting successes, challenges, and areas for further optimization.

**Requirements**:

- Bachelor's degree in Marketing, Business Administration, or a related field. Master's degree preferred.
- At least 5 years proven experience in customer segmentation, engagement strategy development, and retention initiatives within a dynamic and customer-centric environment.
- strong analytical skills with proficiency in data analytics tools such as Google Analytics, Tableau, or similar platforms.
- Excellent communication and collaboration skills to effectively work with cross-functional teams and stakeholders at all levels.
- Strategic thinking and creative problem-solving abilities to develop innovative customer engagement strategies that drive business growth.
- Experience in the e-commerce or retail industry is a plus, with a deep understanding of customer behavior and market dynamics.

**Benefits**
- Celebrate your tenure with us Receive generous milestone anniversary gifts that grow with each year of service.
- Join a vibrant workplace culture with fantastic team-building activities, fostering camaraderie and collaboration among colleagues.
- Prioritize your well-being Access our Flexible Spending Account (FSA) for various health and wellness needs.
- We support you during difficult times. Receive one additional paid day off for each occasion of family bereavement.
- Cherish life's milestones. Enjoy paid time off for your marriage occasion.
- Welcome your newest family member with a special gift
- Invest in your growth Access annual training opportunities tailored to your role.

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