Customer Experience Manager

1 giorno fa

Milano, Lombardia, Italia Edtech France A tempo pieno
About the Role

As our Customer and Tutor Value Manager, you will play a pivotal role in shaping our customer experience by managing end-to-end customer value management (CVM) programs that drive tangible business results.

Key Responsibilities
  • 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.
Requirements
  • Experience using Salesforce, Braze, and other customer relationship management (CRM) tools.
  • 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.
About Edtech France

Edtech France is a leading provider of educational technology solutions. We are committed to delivering innovative and effective solutions that enhance the learning experience for students and educators alike.

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