Customer Journey Lead - Westville at The Unlimited

We are on the hunt for a customer journey optimisation expert who will strategically enhance every touchpoint to maximise customer lifetime value. 

What you will do:  

• Maximize the customer LTV and customer experience  
• Drive business outcomes like reducing Decay (Churn), growing Gross Profit, driving Sales 
• Perform customer behaviour analysis and create, execute and monitor marketing campaigns for retention, churn, cross sell and upsell.  
• Regularly track and manage churn process, understand trends and dynamics in order to identify commercial solutions that can drive value and to support segment functions in developing propositions and business cases. 
• To formulate customer value management plans for the various segment that delivers the segment strategy across base in life, retention and outflow activities. 
• Increase average revenue per customer by identifying cross / upsell activities, decrease revenue dilution and be accountable for base revenue uplift. 
• Measure and feedback campaign results in terms of revenue generated versus cost, customer take-up monthly, identify learnings and areas for improvement. 
• Identify new opportunities to drive base revenue value and drive recommendations through to implementation. 
• Work closely with other teams across organisation to understand performance and implement recommendations ensuring the overall strategy informs and is informed by base performance. 
• Work with other team members to find innovative and new ways of offers and execution. 
• Cooperate with key stakeholders to find the best way of increasing customer value via base campaigns. 
• To map out segment customer journeys per key product segment with a clear welcome, upsell/cross sell journey in line with the strategy.  
• Oversee the identification of opportunities to acquire and grow customer relationships and increase their profitability through improved targeting.