Customer Lifecycle Management Manager at Proten

Job Description

We are seeking a highly motivated and strategic Customer Lifecycle Management (CLM) Manager to lead efforts in optimizing the entire customer journey. This role focuses on driving customer engagement, satisfaction, retention, and growth by understanding customer behaviour and designing effective touchpoints across their lifecycle. The CLM Manager will collaborate cross-functionally with Marketing, Sales, Customer Success, and Product teams to deliver exceptional customer experiences and unlock value at every stage of the journey.

Key Responsibilities:

• Customer Journey Mapping: Develop, analyse, and optimize customer journey maps to identify friction points and improvement opportunities.
• Lifecycle Campaign Management: Design and execute targeted campaigns to engage customers at each lifecycle stage (onboarding, adoption, retention, churn prevention, and reactivation).
• Retention & Growth Strategies: Implement proactive strategies to reduce churn, increase customer retention, and identify upsell/cross-sell opportunities.
• Data Analysis & Insights: Track customer metrics (e.g., NPS, churn rate, LTV, engagement) and provide actionable insights for continuous improvement.
• Segmentation & Personalization: Build customer segments and deploy personalized experiences based on behaviour, usage patterns, and demographics.
• Cross-functional Collaboration: Work with Marketing, Product, and Customer Success teams to align messaging, develop initiatives, and ensure a seamless customer experience.
• Customer Feedback Integration: Incorporate customer feedback into product and service improvements, collaborating with relevant departments to resolve pain points.
• Technology & Tools: Leverage CRM platforms, marketing automation tools, and customer data platforms (CDPs) to deliver seamless and scalable CLM strategies.
• Reporting & Metrics: Develop dashboards and reporting frameworks to monitor KPIs and demonstrate the impact of lifecycle initiatives to stakeholders.

Qualifications

Education: Bachelor’s degree in Business, Marketing, Data Analytics, or a related field (MBA is a plus).

Experience:

• 5+ years of experience in customer lifecycle management, customer success, marketing, or CRM management.
• Proven track record of developing and executing successful lifecycle campaigns.

Skills & Competencies:

• Strong analytical skills with experience in data interpretation and insights generation.
• Proficiency in CRM tools (e.g., Salesforce, HubSpot) and marketing automation platforms (e.g., Marketo, Braze).
• Excellent project management skills and attention to detail.
• Exceptional communication and interpersonal skills with a customer-first mindset.
• Ability to work cross-functionally in a fast-paced environment.
• Knowledge of customer segmentation, loyalty programs, and retention strategies.