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The role:

• We are seeking a highly motivated and experienced Senior Manager – Customer Experience to join us at RedCloud.
• The role-holder will play a crucial part in acting as the bridge between Customers and RedCloud and will be responsible for driving Retention, platform adoption, enhancing User experience and Customer Engagement.
• As a generalist with a hands-on approach, they will be responsible for building processes from scratch and leading the execution of Customer experience initiatives.
• We define customers as users of our product (this includes Buyers (Retailers), Distributors, Wholesalers and FMCG Brands) and our frontline sales team members who are our primary channel for direct and regular customer contact.
• As a startup, we believe in chaos and you should be able to thrive in a fast-paced environment, prioritize tasks, and meet deadlines.

What you will be doing:

• Customer Lifecycle Management: Analyze and manage the entire customer lifecycle, from onboarding to post-purchase support. Identify opportunities to enhance customer engagement (Proactive & Reactive across channels), Loyalty, and Advocacy throughout the journey.
• Customer Journey Mapping: Map and analyze customer journeys to understand pain points, identify areas for proactive engagement and enhance overall customer satisfaction. Work cross-functionally to implement necessary changes.
• Customer Data Management – Will be responsible for the quality of data capture and management for all Customer Entities
• User Experience: Develop strategies and implement initiatives to improve user experience on the platform, ensuring it is intuitive, user-friendly, and optimized for customer satisfaction and repeat usage.
• Customer Retention: Develop and execute Customer Retention programs, including personalized communication, loyalty rewards, and customer-centric initiatives. Analyze churn patterns and implement strategies to mitigate customer attrition.
• Stakeholder Collaboration: Collaborate with internal teams, including Product, Sales, Marketing, and Operations, to align customer experience strategies with overall business objectives. Act as a customer advocate within the organization.

What you will need

• Bachelor’s degree in Business Administration, Marketing, or a related field. A master’s degree is a plus.
• Proven experience (6-9 years) in a Senior Customer experience or Customer success role, preferably within an FMCG or a B2B marketplace environment in Emerging markets.
• Strong understanding of User experience principles, Customer lifecycle management & Customer journey mapping.
• Excellent analytical skills, with the ability to interpret data, derive insights, and make data-driven decisions.
• Demonstrated success in leading Customer Retention & Loyalty programs.
• Ability to work as a generalist and lead cross-functional teams, driving execution excellence and building processes from scratch.
• Exceptional communication and interpersonal skills to effectively collaborate with stakeholders at all levels of the organization.
• Self-starter with a proactive approach, able to work independently and take ownership of projects.
• Strong organizational and project management skills, with the ability to prioritize tasks and meet deadlines.
• Proficiency in CRM tools and platforms is a plus.

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