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Senior Customer Experience Manager

2 settimane fa


Italia Translated Srl A tempo pieno

**About Us**

Translated Srl is a leading company in AI-enabled translation services, dedicated to unlocking the power of language for everyone. Our mission is to empower individuals and businesses worldwide by providing innovative solutions that foster global understanding.

**Job Description**

We are seeking a dynamic Client Retention Expert with a proven track record in customer experience and lifecycle marketing. The ideal candidate will have expertise in increasing customer lifetime value and reactivating dormant clients. This role is critical in managing our global customer experience and retention programs to amplify net active users and enhance customer satisfaction.

**Key Responsibilities:**

  • Conduct in-depth analysis of the entire customer journey for different segments.
  • Identify key touchpoints and pain points to optimize interactions and improve satisfaction and retention.
  • Craft and execute a user segmentation strategy to develop efficient CRM actions across multiple channels.
  • Develop and implement creative approaches to convert and engage inactive users.
  • Contact selected clients to monitor satisfaction and suggest additional services.

**Requirements:**

  • Minimum 3 years of experience in customer success, retention, and/or lifecycle marketing, with a strong emphasis on churn management and reactivation campaigns.
  • Fluent in English; proficiency in additional languages is a plus.
  • Exceptional communication skills and the ability to work effectively across teams and projects.
  • Deep understanding of retention and reactivation metrics (churn, reactivation, engagement).

**Benefits and Perks:

  • Gym membership
  • Swimming pool access
  • Kickboxing classes
  • Table tennis and football table

**Diversity Statement:**
We proudly celebrate each individual's unique qualities and welcome diverse perspectives to drive innovation and excellence. As an inclusive employer, we foster a culture where everyone feels valued and supported to achieve their full potential.