Head - Marketing and Customer Experience Strategy

Responsibilities

1. Customer Lifecycle Strategy

• Define and own the end-to-end customer lifecycle strategy, covering onboarding, engagement, renewal, cross-sell, win-back, and advocacy
• Identify priority customer moments that align with business and product objectives
• Ensure customer lifecycle initiatives support sustainable growth, customer retention, and trust-building

2. Customer Segmentation & Insight

• Define and govern the customer segmentation framework based on customer data, behavior, tenure, and products held
• Analyze customer data and insights to determine campaign focus, target segments, and communication channel strategies
• Work with the Data and Analytics team to ensure customer insights are consistently applied across the organization

3. Customer Promotional Campaign Strategy

• Lead the strategy, planning, and governance of customer promotional campaigns
• Design campaigns to support product usage, renewal, cross-sell, and retention objectives
• Coordinate campaign execution across all customer touchpoints and sales channels to ensure consistency and clarity of communication
• Ensure campaigns are relevant, timely, and aligned with brand principles, compliance requirements, and customer fairness

4. Customer Journey Design

• Own the design and continuous improvement of key customer journeys
• Map end-to-end journeys to identify pain points, drop-off points, and promotional opportunities
• Work cross-functionally to translate customer journey insights into actionable improvements
• Ensure customer journeys are simple, efficient, and aligned with customer expectations

5. Product & Sales Partnership

• Act as a strategic partner to the Product and Sales teams in achieving business objectives
• Translate product strategy and sales priorities into effective promotional programs
• Support sales channels with campaign frameworks, communication direction, and customer journey alignment

6. Voice of Customer & Feedback Integration

• Own or co-own the Voice of Customer (VoC) mechanism, including insights from customer feedback and complaints
• Use customer feedback to improve campaigns, enhance customer journeys, and elevate the overall customer experience
• Feed customer insights back to Product, Sales, and Operations teams for continuous improvement

Qualifications

• Bachelor’s degree or higher in Marketing, Business Administration, or a related field
• At least 8–10 years of experience in marketing, customer lifecycle management, or CRM
• At least 5–7 years of experience in a managerial role or above, with team management experience
• Proven experience in developing and executing customer lifecycle strategies in large organizations
• Strong expertise in customer segmentation, campaign design, and customer journey design
• Strategic leadership capability, with the ability to think strategically and translate business vision into clear action plans
• Customer-centric mindset, with a deep understanding of customer needs and the ability to design experiences that meet those needs
• Ability to analyze customer data and translate it into actionable insights
• Strong cross-functional collaboration skills, including with Product, Sales, CX, and Data & Analytics teams
• Ability to manage complex projects and deliver results on time
• Excellent communication and presentation skills, with the ability to present ideas and outcomes to senior executives