The ideal candidate will manage and optimize the complete customer journey from initial engagement until they become loyal referrers by analyzing customer data and metrics to gain insights into their behaviour, preferences, and trends.

The Business Value Realization Manager will execute effective strategies that enhance customer relationships, increase retention, and drive revenue growth.

Responsibilities

• Develop and execute strategies for customer lifecycle management.
• Derive actionable insights from customer analytics to drive decision-making and optimize CLM strategies.
• Optimize conversion tunnels and identify channels for reaching potential customers.
• Review the customer journey to identify and prioritize key touchpoints and engagement opportunities throughout the customer journey.
• Create processes to enhance customer satisfaction, retention, and advocacy.
• Analyze customer behavior and preferences to identify potential risks of churn.
• Work on reports, trends, and analysis for customers and share with the business team to relay.
• Segment customers based on their value, needs, and behavior, enabling the tailoring of strategies and personalized experiences.
• Conduct in-depth analysis of customer data, utilizing various tools and methodologies to identify trends, patterns, and opportunities.
• Develop and execute strategies to engage customers and keep them actively involved with the brand in collaboration with the business development teams.
• Collaborate with the Business and Growth Marketing teams to execute targeted acquisition campaigns.
• Define and track key performance indicators related to customer satisfaction, retention, and revenue growth.
• Prepare regular reports and presentations, summarizing team performance, progress against goals, and actionable recommendations.
• Review the onboarding process to ensure all necessary information, guidance, and support during customer onboarding, ensuring a smooth and positive experience.
• Creating or partnering to ensure we have a customer loyalty program.
• Develop and implement retention initiatives to ensure customer loyalty.
• Ensure product improvements based on customer feedback.
• Identify opportunities for upselling and cross-selling using customer data.
• Work with the Product team to create new products based on consumer feedback.
• Cultivate a community of loyal and satisfied consumers through advocacy programs.
• Encourage and leverage customer testimonials, referrals, and social proof to enhance brand reputation.
• Utilize data-driven insights to optimize strategies at each stage of the consumer lifecycle.
• Identify opportunities for improvement and provide recommendations for enhancing the consumer experience.

Qualifications

• Good first degree from a reputable institution.
• MBA or master’s degree would be an added advantage
• Relevant professional qualifications will be an added advantage
• Minimum of 6 years experience in a similar role in the B2B space
• Strong communication and interpersonal skills
• Focused and goal-oriented