Head of Customer Lifecycle Management

Job Title: Head of Customer Lifecycle Management (CLM) - Superapp

Location:

About Us:

superapp

Role Overview:

Head of Customer Lifecycle Management (CLM)

Key Responsibilities:

• Develop CLM Strategy:

  Lead the strategy for customer lifecycle management, focusing on customer engagement, retention, and churn reduction across all product and service verticals.

• Customer Journey Optimization:

  Oversee the development of customer segmentation strategies and tailored marketing campaigns to guide customers through key stages of the lifecycle — from acquisition to advocacy.

• Data-Driven Insights:

  Utilize advanced analytics and customer insights to create personalized marketing efforts and optimize lifecycle touchpoints. Ensure strategies are data-driven and align with broader business goals.

• Cross-Functional Collaboration:

  Work closely with product, marketing, customer service, and data teams to implement seamless, omnichannel lifecycle strategies that improve customer satisfaction and drive LTV (Lifetime Value).

• Lifecycle Campaigns:

  Design and execute personalized campaigns through various channels (email, push notifications, in-app messaging, etc.) that enhance customer retention, foster loyalty, and drive repeat purchases.

• Retention & Churn Reduction:

  Develop programs to minimize churn and build long-term relationships with customers, using a combination of loyalty initiatives, feedback loops, and continuous engagement.

• Leadership & Team Development:

  Lead, mentor, and manage a high-performing team of CLM professionals. Foster a culture of innovation, collaboration, and continuous improvement.

• Performance Metrics:

  Define and track KPIs for lifecycle marketing (e.g., retention rates, customer satisfaction scores, churn rates, and LTV). Continuously assess and adjust strategies based on performance.

• Technology & Tools:

  Manage CRM platforms, marketing automation systems, and other relevant tools to ensure efficiency and scale in campaign execution.

Requirements:

• Experience:

  15+ years of experience in customer lifecycle management, retention marketing, or CRM, with a proven track record of driving customer engagement, retention, and revenue growth.

• Leadership:

  Minimum 5+ years of experience leading cross-functional teams in a fast-paced environment.

• Data Expertise:

  Strong background in data analysis and customer segmentation, with hands-on experience in using marketing analytics and CRM tools (e.g., Salesforce, HubSpot, Braze, etc.).

• Strategic Vision:

  Strong ability to think strategically, execute tactically, and innovate to drive results in a superapp environment.

• Omnichannel Expertise:

  Experience managing customer lifecycle strategies across digital and offline channels, including email, mobile, web, in-app, and social media.

• Results-Driven:

  Strong focus on key business outcomes, such as customer retention, churn reduction, and increasing customer lifetime value (LTV).

• Education:

  Bachelor's degree in Marketing, Business Administration, or related field. A Master's or MBA is a plus.

Preferred Skills:

• Previous experience working in a

  superapp

  or large-scale digital platform environment.
• Familiarity with

  machine learning models

  and predictive analytics for customer engagement.
• Understanding of

  e-commerce

  ,

  fintech

  , and

  mobility

  industries.
• Passion for building exceptional customer experiences and delivering impactful results.

Why Join Us:

• Impact:

  Play a pivotal role in shaping customer experiences for millions of users across diverse services.

• Growth:

  Be part of a rapidly growing company with exciting challenges and opportunities for career advancement.

• Innovation:

  Work with cutting-edge technologies in a fast-paced, dynamic environment.

• Culture:

  Join a diverse and collaborative team, passionate about driving change and making an impact.