The Customer Success Stageur, acts as Customer Journey Expert within the Customer Success Team in Customer Interaction tribe and collaborates with other experts to achieve the objectives and goals of the Customer Strategy team.
The main focus of the Customer Success Stageur within the Customer Success Team is to support the the development and optimization of customer-centric initiatives aimed at increasing engagement, retention, and customer lifetime value.
He/she will learn how to act as a strategic bridge between business goals, customer needs, and technical execution.
Furthermore, the Customer Success Stageur collaborates with campaigners and analysts within the Customer Strategy team to give support to the various aspects of cross products commercial campaigns: designing new commercial activities and promotions for the customer base, defining the communication plan, testing new customer experience, defining the best channel and timing to contact, selecting the best target to address, outlining promotional mechanisms, analyzing responses and results, setting up communication materials.
To make this possible, the key is the ability to extract insights from previous commercial actions to apply them to future ones, along with the capacity to interact with different departments at various levels. A strong customer-centric approach is crucial for the role such as attention to detail and quality, and a strong attitude towards problem-solving and driving business goals.
Key Responsibilities:
- Campaign Strategy & Execution: collaborate with campaigners and analysts withing the Customer Strategy team and other departments (i.e. Product Tribes, Legal, Compliance and Brand) to define and prioritize promotional campaigns, lifecycle journeys, and engagement strategies.
- Product Management: support other Customer Success members to own the roadmap for commercial and promotional activities for the customer base, ensuring alignment with business goals and coordinating the end-to-end process
- Cross-Functional Collaboration: work closely with other Chapters within the Customer Interaction Tribe to ensure information sharing within the tribe
- Performance Monitoring: track KPIs such as reach rate, open rate, CTR, conversion rate and use data to improve campaign effectiveness and performance.
Competencies:
- Fluent English both written and spoken
- Good knowledge of the Microsoft Office suite, in particular Power Point and Excel
- Basic understanding of CVM principles and customer lifecycle management
- Good communication and stakeholder management skills
- Analytical mindset with familiarity in tools like SQL or campaign management platforms is a plus
