Job Description The role in a Snapshot Are you excited about the challenge of driving customer satisfaction and retention in a dynamic and fast-paced environment? As our Customer and Tutor Value Manager, you'll be at the forefront of shaping our customer experience by managing end-to-end CVM programs that make a tangible impact on our business. You'll play a pivotal role in crafting and executing strategies that not only retain customers but also delight them, helping us unlock additional value and elevate our marketplace. Join a team that thrives on collaboration, data-driven decision-making, and innovative thinking to push the boundaries of customer engagement.
Location Milan (hybrid) and remote within Italy.
Your Role in Our Journey Oversee the complete lifecycle of CVM initiatives, from crafting business cases to executing campaigns and analyzing outcomes.
Utilize data insights to identify customer pain points and opportunities for enhancing their experience.
Develop and implement proactive strategies to minimize churn and maximize customer satisfaction.
Collaborate closely with cross-functional teams, including Customer Operations and Product Management, to drive upsell and cross-sell initiatives.
Manage digital campaigns, continuously optimizing performance through A/B testing and data analysis.
Document and manage the customer journey, ensuring that customer voices are heard and acted upon to improve overall sentiment.
Your Impact Drive significant improvements in customer retention and satisfaction through strategic management and execution of CVM programs.
You have got experience using Salesforce, Braze and Customer.io. Experience using Hubspot, Excel and Data Analysis tools (such as Tableau) is a plus.
Leverage data to uncover insights that enhance the customer experience and drive business growth.
Proactively reduce churn rates by developing and implementing effective retention strategies.
Foster strong collaboration with internal teams to ensure seamless execution of upsell and cross-sell opportunities.
Optimize campaign performance, ensuring that our digital strategies are both innovative and effective.
Lead initiatives that capture deep customer insights, enhancing our ability to respond to their needs and exceed their expectations.
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