Clm And Experience-Xl

Xlsmart; Indonesia; On-site; IDR 180,000,000 - 300,000,000; Full time

Job summary

Xlsmart is seeking a specialist to design, manage, and optimize end-to-end customer lifecycle management. You will orchestrate personalized campaigns across all touchpoints and continuously improve customer experience to maximize lifetime value.

The role requires analyzing data, running experiments, and monitoring key metrics to drive engagement and reduce churn. located in Indonesia, remote/hybrid options are not specified.

Responsibilities

• Design and manage customer lifecycle strategies to improve engagement.
• Develop customer segmentation for personalized campaigns across touchpoints.
• Analyze performance, customer behavior, and market trends for insights.
• Conduct A/B testing to optimize lifecycle strategies and drive improvements.
• Monitor churn, ARPU, NPS and report gaps with tactical actions.

Job description

Job Purpose

To design, manage, and optimize end-to-end customer lifecycle management and journey orchestration that enhance customer experience, drive engagement, and maximize customer lifetime value, with seamless and personalized interactions across all touchpoints.

Main Responsibilities

• - Customer Life Cycle Management: design and manage customer lifecycle strategies, develop customer segmentation, and implement personalized campaign across touchpoints to improve engagement, minimize churn, and increase subscriber lifetime value.
• - Customer Experience Optimization: orchestrate and optimize end-to-end customer journey, ensure consistency of experience across touchpoints.
• - Data Analysis and Insight: analyze business performance, customer behavior, and market trends to identify actionable insight.
• - Testing & Optimization: optimize lifecycle strategies using A/B testing and experimentation, drive innovation and continuous improvements.
• - Performance Monitoring: track and report key metrics such as churn rate, ARPU, NPS. Identify immediate performance gaps and suggest tactical adjustments for continuous improvements.