Senior Associate, Customer Lifecycle Management at Flutterwave

The Role: 

We are looking for a Senior Associate, Customer Lifecycle Management to join our team. Our mission is to deliver best-in-class, simplified digital payments experience for our customers across borders within and outside of Africa, and market-leading payment alternatives. Our merchants use this platform to collect customer payments, issue cards, pay suppliers, salaries, and remittances. You will be responsible for driving the geographic coverage and develop innovative solutions to fulfill growing consumer needs.

Principal Duties And Responsibilities

• Develop a customer lifecycle campaign program and work with the commercial and marketing operations to implement it.
• Manage the end-to-end process for lifecycle customer communication across all channels - email, push, in-app messages - from concept to execution and performance analysis.
• Develop segmentation strategy, target prioritization, and multi-channel nurturing strategies (touches, messaging/ content assets, CTAs/ journeys).
• Analyse campaign performance and use data and insights to identify and implement opportunities for increasing engagement and conversion rates at all stages of the customer’s lifecycle journey.
• Create tailored marketing content for account management/customer success to help at-risk customers with training and valuable content
• Target happy customers for upsell, cross-sell, and advocacy opportunities
• Create and implement a clear A/B testing plan for customer-focused campaigns.

Competency And Skill Requirements

• Minimum of 4-6 years of experience in a B2B2C Customer facing role.
• Strong track record of successful cross-channel (email, push, in-app messages etc.) lifecycle comms
• End-to-end planning, development, and execution of engaging lifecycle campaigns.
• Customer-first attitude: can demonstrate the ability to put yourself in customer shoes and have a deep understanding of customer segmentation.
• Excellent verbal and written communication skills and strive to have a customer-first mindset.
• Able to work well with data as part of database analysis and segmentation.
• Can easily collaborate with other teams such as data and engineering teams.
• Comfortable working with different departments and senior stakeholders. You can build relationships and alignment but are not afraid to push ahead on your vision.
• Self-starter and impact-driven: you enjoy taking ownership of projects with limited oversight. You thrive more on autonomy than structure. You’re not afraid to take responsibility and ownership of your work. You come ready equipped with perseverance and a sizable sense of humour.
• Technically savvy with a creative eye. You’re comfortable with technical matters, but you also care about how your comms look and what message you send to your customers.
• Quick learner and problem solver with a strong analytical mindset and eager to learn and develop with a passion for using data to improve campaign performance.