Enveu - CLM Specialist

Company - Enveu 

Position - CLM Specialist

Experience - 3+ years 

Location - Noida ( 5 Days WFO) / Remote 

Job Overview:
We are seeking a dynamic and strategic Customer Lifecycle Management (CLM) specialist/Manager to join our team. The CLM Specialist/Manager will be responsible for developing and implementing strategies to optimize the customer journey, enhance customer retention, and drive customer satisfaction and loyalty. This role requires a strong understanding of customer behavior, excellent analytical skills, and the ability to collaborate effectively with various departments to deliver a seamless customer experience.

Key Responsibilities:
1. Customer Journey Mapping and Analysis:
• Map the end-to-end customer journey to identify key touchpoints and opportunities for improvement.
• Analyze customer data and feedback to understand customer behavior and preferences.
2. Strategy Development and Implementation:
• Develop and implement strategies to optimize each stage of the customer lifecycle, from acquisition to retention and advocacy.
• Collaborate with marketing, sales, and customer success teams to ensure alignment and execution of lifecycle strategies.
3. Customer Engagement and Retention:
• Design and execute customer engagement programs, including onboarding, education, and loyalty initiatives.
• Monitor and analyze customer retention metrics to identify trends and areas for improvement.
• Develop and implement strategies to reduce churn and increase customer lifetime value.
4. Customer Feedback and Improvement:
• Collect and analyze customer feedback through surveys, qualitative and quantitative research, and other channels.
• Identify areas for product or service improvement based on customer insights.
• Work with product development and other relevant teams to implement changes that enhance the customer experience.
5. Performance Tracking and Reporting:
• Develop and maintain dashboards and reports to track key customer lifecycle metrics.
• Present findings and recommendations to senior management and other stakeholders.
• Continuously refine lifecycle strategies based on performance data and evolving customer needs.
6. Collaboration and Communication:
• Provide training and support to internal teams on customer lifecycle best practices and tools, if necessary.

Qualifications:
• Bachelor's degree or higher in Marketing, Business Administration, or a related field.
• Proven experience in customer lifecycle management, customer success, or a related role.
• Strong analytical skills with the ability to interpret data and make data-driven decisions.
• Excellent communication and interpersonal skills.
• Experience with CRM systems and customer lifecycle management tools.
• Strong project management skills with the ability to manage multiple initiatives simultaneously.
• Ability to work collaboratively across departments and with external partners.
• Experience in Media & Gaming Products
• Proficiency in data analysis and visualization tools (e.g., Excel, Tableau).
• Knowledge of customer experience, best practices, and methodologies.