Senior Digital Performance Management OfficerCông Ty TNHH Bảo Hiểm Nhân Thọ MB Ageas Life

Mô tả Công việc
1. Job Purpose:
Responsible for managing customer information and data, as well as monitoring customer trends. They analyze customer data to identify areas of improvement and develop new strategies for increasing customer satisfaction across Omni-channel.
2. Job Description:
Customer segmentation, journey mapping and feedback analysis in order to defince and enhance customer strategy
Monitoring and improving Customer lifecycle metrics like CAC (Customer acquisition cost) and CLV (Customer lifetime value)
Collaborating with product teams to make sure product adoption and training is optimized
Tracking, Monitoring and improving Customer retention metrics
Consistent data sharing ensures both customers and brands are aligned, streamlining resolutions. Making sure of consistency across all touchpoints and seamless transition between channels.
Comprehensive data integration informs real-time, adaptive personalization across all touchpoints
Being on top of customer concerns through a holistic view of your customers' social activities, chats, emails, community discussions, survey results, case history and CRM data - all to provide rich data to your sales and marketing teams to deliver high-performing campaigns
Utilizing automation tools and balance automation in omnichannel customer experience, businesses should use tech for routine tasks, keep human interaction for complex issues, regularly gather feedback, and adjust based on customer needs and behavior.
Responsible for managing customer information and data, as well as monitoring customer trends. They analyze customer data to identify areas of improvement and develop new strategies for increasing customer satisfaction across Omni-channel.
Customer segmentation, journey mapping and feedback analysis in order to defince and enhance customer strategy
Monitoring and improving Customer lifecycle metrics like CAC (Customer acquisition cost) and CLV (Customer lifetime value)
Collaborating with product teams to make sure product adoption and training is optimized
Tracking, Monitoring and improving Customer retention metrics
Consistent data sharing ensures both customers and brands are aligned, streamlining resolutions. Making sure of consistency across all touchpoints and seamless transition between channels.
Comprehensive data integration informs real-time, adaptive personalization across all touchpoints
Being on top of customer concerns through a holistic view of your customers' social activities, chats, emails, community discussions, survey results, case history and CRM data - all to provide rich data to your sales and marketing teams to deliver high-performing campaigns
Utilizing automation tools and balance automation in omnichannel customer experience, businesses should use tech for routine tasks, keep human interaction for complex issues, regularly gather feedback, and adjust based on customer needs and behavior.