Client Relations Coach developing and supporting Customer Success Managers' performance in a hybrid role. Delivering training and quality assurance to ensure client success as part of a corporate team in Makati.
About the role
- Analista de CRM creating memorable experiences by connecting clients and driving value at Pmweb. Collaborate daily to enhance customer satisfaction and maximize service value.
Responsibilities
- Opportunity Identification: Detect new needs and expand the clients' service portfolio.
- Proactive Communication: Maintain daily contact with clients, participating in meetings and communicating via email and WhatsApp.
- Strategic Relationship Management: Build close relationships with clients, understand their needs, and deliver exceptional service.
- Platform Adoption: Increase adoption of Pmweb platforms and products, driving customer engagement and satisfaction.
- Workshop Facilitation: Design and deliver workshops to train clients on the effective use of available tools.
- Project Management: Participate in special projects assigned by management and collaborate with operational teams.
- Metrics Tracking: Monitor clients' metrics daily to ensure strategies are optimized.
- Impactful Reporting: Produce and present weekly and monthly reports with insights on performance and service usage.
- CRM Strategy Development and Execution: Focus on optimizing segmentation and campaign personalization using methodologies such as RFV and LTV.
- Control Group Implementation: Measure the effectiveness of marketing campaigns to ensure efficient resource allocation.
- LTV Analysis: Identify high-value customers and propose actions to maximize return on relationship.
- Multichannel Campaign Development: Create campaigns aligned with customer needs and behaviors using segmentation data.
- CRM KPI Monitoring: Analyze retention, churn, and engagement rates, recommending continuous improvements.
- Cross-functional Collaboration: Work with marketing, data, and BI teams to align CRM strategies with business objectives.
- Detailed Performance Reporting: Provide insights into customer behavior and campaign effectiveness.
Requirements
- Bachelor’s degree in Marketing, Advertising, Communications, or a related field.
- Prior experience managing client portfolios and providing strategic account servicing.
- Strong knowledge of digital marketing, CRM campaigns, and performance marketing.
- Familiarity with CRM market practices, CRO, and loyalty programs.
- Proficiency in data analysis and interpreting metrics to identify new business opportunities.
Benefits
- Health and Well-being: Medical and Dental plans, Life Insurance, Childcare Assistance, birthday Day Off, and Wellhub. Transportation allowance and Meal and/or Food vouchers are also provided.
- Career Development: Language study incentives, Education incentives, and Certification incentives.
- Flexibility: Seven different work schedule options to choose from and a hybrid work model with Home Office allowance.
- Recognition and Rewards: Structured performance reviews and continuous feedback. This is a core part of our Profit Sharing (PLR) program.
Job title
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