Customer Capital
Website:
customer-capital.com
Job details:
Job purpose:
The purpose of this role is to help customers of IFBL to transition from visitors to active users of Customer Capital products and platforms. The role holder will need to understand the customer journeys for the various Staccs implemented, understand customer needs throughout the journey and ensure that the UI/ UX journeys are constantly improved and they receive tailored support throughout their journey.
The person also needs to act as an interface between the client and the UI/ UX team of Customer Capital to help deliver the feedback of the client in the UI/ UX journeys. The role holder needs to ensure customer satisfaction and retention and maximise customer life time value. The job purpose will be to deliver revenue growth and repeat transactions including cross-selling and upselling.
Job Summary:
The role holder will:
- Understand the customer journeys across various Staccs and ensure that the journeys are smooth and frictionless.
- Provide the right nudges along the journey to ensure that the customers convert to buyers.
- Be responsible for owning the GMV and the margin targets for the platforms.
- Identify opportunities for marketing campaigns, remarketing campaigns and execute them with the support of the marketing team.
- Review and provide feedback to the tech and product teams to improve user experience on the platform.
- Act as an interface between the client and the UI/ UX team of Customer Capital to enable implementation of client feedback/ requirements.
- Review, update and fix UI/ UX issues on the user interface, PG interface, comms – SMS, Whatsapp, email.
- Make the whole Stacc experience best in class.
- Analyse and provide actionable data insights to the bank and CC marketing teams to ensure that adoption of the Staccs by customers constantly increases.
Key responsibilities:
- Deliver on total bill value/ GMV and number of transactions.
- Track and improve the UI/ UX on the Staccs and ensure that these are user friendly and frictionless.
- Have regular meetings, reviews with different levels of client organisation to ensure that Customer Capital solutions are aligned with client needs and are delivered well.
- Coordinate with multiple stakeholders within Customer Capital to ensure that the client delivery is done well and in a seamless manner.
- Work with CC and the Bank marketing teams and HPE teams to schedule marketing campaigns for the various Staccs and track execution.
- Analyse data to understand what works and what doesn’t work in terms of offers, products, categories and communication.
- Identify opportunities within the clients’ to push for more products/ services of Customer Capital.
- Responsible for industry and competition tracking to identify trends in customer loyalty and adopt best practices in those.
- Be able to analyse transactions/ customer behaviours and apply the insights to provide campaign ideas/ engagement solutions.
- Working with the marketing teams for campaign creation and execution.
Required Skills and Experience
- Strong Problem Solver - Ability to identify and analyse issues, problems or opportunities to achieve desired outcomes, by applying structured thinking and to break down issues to form a logical train of thought that can be followed and understood by others.
- Innovation – Needs to be innovative in positioning the LC proposition with various service providers, vendors with a view to extract industry best commercials/ offers
- Very good degree of analytical skills - Able to interpret data and trends, diagnose problems, and recommend effective action plans to resolve issues.
- Deep understanding of UI/ UX of digital platforms for optimal performance.
- Strong teamwork and collaboration skills with the ability to achieve mutually agreeable solutions by staying adaptable, communicating ideas in clear coherent language, and practising active listening.
- Ability to thrive and work in a fast-paced, results driven environment with multiple responsibilities, whilst also taking the time for personal reflection and growth on individual and product skills.
- Strong networking skills.
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