Head of Customer Value, Lifecycle & CRM

About the role

We are looking for a Head of Customer Value, Lifecycle & CRM to lead the relationship strategy with our customers throughout their entire lifecycle.

The position will be responsible for maximizing Customer Lifetime Value, developing onboarding, engagement, retention, churn reduction, win-back, upselling, and cross-selling strategies, and connecting these initiatives with CRM, Customer Service, and Voice of Customer.

What you'll do

• Maximize value and the long-term relationship with our customers, designing data-driven experiences and strategies that improve activation, engagement, retention, and monetization throughout the entire customer lifecycle.

What we're looking for

• Experience in Pricing, Revenue Management, Commercial Strategy, Business Analytics, or similar areas.
• Experience in B2C business models, preferably with a large customer base or subscription/membership models.
• Solid knowledge of data analysis and commercial metrics.
• Experience working with pricing, promotions, segmentation, and elasticity analysis.
• Ability to transform complex analyses into clear commercial decisions.
• Business and results orientation.
• Ability to work cross-functionally with different areas and countries.
• High level of English.

What you'll get

• A strategic position with a direct impact on Customer Lifetime Value and our members' experience, reporting directly to the CRO.
• The opportunity to build and develop a comprehensive Customer Value, Lifecycle & CRM strategy.
• A cross-functional role with direct interaction with the main business areas.
• An international, dynamic, and data-driven environment.
• Autonomy to develop new strategies, journeys, and customer relationship models.
• Benefits package

Main responsibilities

• Define and manage the end-to-end customer lifecycle, from onboarding to retention and win-back.
• Lead the CRM strategy, including communications, campaigns, segmentation, and automation.
• Design and optimize onboarding, engagement, retention, save, and win-back journeys.
• Develop initiatives oriented towards churn reduction and retention improvement.
• Identify upselling and cross-selling opportunities to increase the value of the customer base.
• Design customer engagement strategies based on customer behavior, needs, and value.
• Lead the management of customer service channels and contact center operations.
• Ensure a consistent service experience oriented towards the needs of the members.
• Capture, analyze, and transform customer feedback into improvement actions for the Voice of Customer and quality systems.
• Establish KPIs and monitoring mechanisms to measure customer value, engagement, retention, churn, and CLV.
• Work cross-functionally with Growth & Acquisition, Pricing, Brand, Product, Operations, and Data.
• Coordinate with Acquisition those initiatives in which the contact center participates in click-to-call or lead conversion processes.
• Identify improvement opportunities through the analysis of customer behavior and feedback.