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Customer Lifecycle Manager
hace 3 meses
There are not many times in your career when you get the opportunity to be part of a multi-billion-dollar franchise, work with great people and build out your resume. Welcome to HP's Consumer Services and Solutions organization With CSS, our goal is to address the #1 pain point consumers have been telling us about printing and personal computing. Through a new and innovative model, we are transforming the print and pc market by providing customers convenience and savings with HP Instant Ink and All In Plan services. CSS represents one of the top strategic priorities for HP and will give you visibility at the highest levels in the company. You could be part of this team building new CLM solutions.
As a Customer Lifecycle Manager, you will be a crucial part of the CSS CLM team focused on driving customer retention and revenue per subscriber. Your responsibilities will include developing and executing programs and initiatives to drive higher engagement and retention within our customer base. You will execute campaigns through multiple channels including email, SMS and push notifications, in-app and online experiences. Your main objective will be to grow and retain key consumer segments through compelling marketing that drives satisfaction and reduces churn. This role involves a data-driven approach to reviewing consumer marketing efforts and consumer preferences to identify trends. You will partner with the product, growth, customer support and design teams to develop and execute campaigns and solutions that optimize HP Instant Ink and All in Plan customer's experience.
Responsibilities
Propose and execute programs to retain and grow customers across the customer lifecycle. Launch experiments designed to increase subscriber engagement, retention, and revenue. Implement winning concepts at scale.
Design, launch, and improve subscriber communications experiences for new and existing services. Develop customer journeys to guide experience design.
Work with Product Management and Engineering teams to enhance product and improve KPIs.
Lead customer communications initiatives (email, app, web, SMS) to improve engagement and retention, maintaining consistent messaging throughout customer interactions.
Measure initiative performance and communicate results.
Champion customer perspective using a thorough understanding of customer data, survey feedback and NPS feedback.
Use creativity, analytical horsepower, customer empathy, and product understanding to build business cases for new initiatives.
Requirements
Bachelor's degree with emphasis on communications, marketing, or business. MBA or applicable Masters degree a plus.
7+ years of experience leading customer-centric email, CRM and/or multi-channel engagement, retention or lifecycle marketing programs. Experience in a digital subscription business, digital agency and/or work experience at leading digital company highly desired.
Proven experience driving impact across the lifecycle (activation, engagement, re-engagement) via digital channels (in-product, email, SMS).
Wide-ranging knowledge of customer journey, lifecycle, and related tools and platforms. Experience with marketing automation/CRM software and email tools (Salesforce Marketing Cloud) and creating workflows such as Journey Builder in Marketing Cloud.
Experience in customer segmentation strategies and subscriber management.
Analytic and data driven with demonstrated ability to understand key performance drivers and turn insights into actionable and successful tactics. Experience with methods for gaining customer insights (research, surveys, a/b tests). Comfort interpreting a variety of different data sources from qualitative research to primary survey data to secondary data sources and creating one cohesive story.
Strong project management skills; ability to manage multiple priorities under tight deadlines, in a busy, evolving, fast-paced environment
Comfortable with ambiguity and change, and have experience in building programs quickly from the bottom up
A passion for problem-solving, learning and educating others along with a strong empathy for customers
Able to leverage strong communication skills to foster collaborative relationships across functional teams and deliver ongoing updates and presentations
What we offer:
Opportunity to work in an international organization with colleagues coming from all over the world.
Diverse, continued internal growth and career opportunities. Including HP's own learning platform and LinkedIn Learning.
An attractive benefits package: Health & Life insurance
Lunch at reduced prices at our canteen/ ticket restaurant vouchers
HP product discount
Work life balance / flexible working hours.
Women, Pride, Young employees, Sustainability and DisAbility Just a few of our fantastic global business networks you can get involved with locally.
We also dedicate time and resources to contribute with our community through Corporate Volunteering activities, including our onsite HP Charity day.
Do you like to give back to the community? Then join one of our many volunteering teams or be a part of the incredible HP charity day held on site annually.
Love sports? Then take advantage of our sports center (indoor and outdoor) with 25+ regular coordinatedactivities.
We have an onsite Doctor and medical team for our employees, including services such as: nutrition, physiotherapy, and general health.
Printing Happy hour – from photographs to large posters. And Hands-onworkshopsto print with the latest technology – from wall covers to 3D printed models.
Dedicated lactation room
Our Women Network organizes activities such as Networking, the promotion of STEM vocations, talks on, improving business acumen, work life balance and skills of the future, etc.
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