Customer Engagement Strategist

1 month ago

Sydney, New South Wales, Australia Singtel Full time
About the Role

We are seeking a highly skilled Customer Engagement Strategist to join our team. As a key member of our organisation, you will be responsible for developing and driving initiatives that leverage insights to identify and capitalize on opportunities within our prospect and customer base.

Your primary objective will be to design and develop comprehensive frameworks, including associated metrics and Key Performance Indicators, aligned with strategic goals. You will utilise CRM data to derive insights into the customer journey, finding opportunities to increase customer value. This involves implementing strategies to drive customer engagement, acquisition, retention, and growth in the Mid Market and Enterprise segments.

Key Responsibilities
  • Design and develop comprehensive frameworks, including associated metrics and KPIs, aligned with strategic goals.
  • Utilise CRM data to derive insights into the customer journey, identifying opportunities to increase customer value.
  • Implement strategies to drive customer engagement, acquisition, retention, and growth in the Mid Market and Enterprise segments.
  • Analyse customer behaviour data to define growth strategies and tactics, focusing on retention and churn patterns.
  • Develop and implement cross-sell and up-sell strategies to maximise revenue opportunities from existing customers. Collaborate closely with sales and product teams to identify opportunities for expanding product adoption and increasing average revenue per customer.
  • Establish governance rules, including recency rules, to govern customer interactions and communications. Define guidelines for maintaining data accuracy, ensuring that customer engagement activities are timely and relevant based on recency of interactions.
  • Identify and define new process improvement opportunities. Lead initiatives to streamline operations, enhance efficiency, and improve customer experience across all touch-points.
Requirements
  • Bachelor's degree or equivalent experience in Marketing, Business Administration, Economics, or related field.
  • Proven experience in customer lifecycle management, CRM marketing, or related roles in B2B segment.
  • Proven track record in developing and implementing successful customer engagement and retention strategies.
  • Demonstrated success in implementing CRM projects and optimising customer journey experiences.
About Optus

Optus is a business fuelled by optimism, unwavering customer focus, and a team of amazing people. We don't sit back and wait for the future to happen; we craft our own path through new technology, innovation, and investment.

The estimated salary for this role is AU$120,000 - AU$150,000 per annum, depending on experience.

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