Customer Success Lead building customer success and support function at an AI - native CRM startup. Driving product adoption and revenue expansion within best accounts in a hybrid role.
About the role
- CRM and Loyalty Specialist at Portobello Shop defining strategies for customer engagement and loyalty programs. Involvement in planning, execution, and project management for digital products.
Responsibilities
- Responsible for defining the CRM and Loyalty strategy and planning across the entire customer lifecycle, from acquisition to retention, ensuring alignment with commercial strategies and cascading to the execution team.
- Develop annual and monthly campaign mechanics based on analysis of customer consumption data and A/B testing, leading execution guidelines, team engagement, and monitoring results.
- Project management and operations for Loyalty (Points Engine, Redemption Platform for store consultants and specifiers/end customers, Loyalty support channel).
- Define and organize the Loyalty pipeline with development squads for digital projects.
- Manage the user experience on platforms (Redemption, App, Website and Webapp, Concierge, and Contact Center), focusing on continuous improvement and innovation.
- Implement new partnerships and benefits within the Loyalty program.
- Manage monthly reports for redemption services and customer support.
- Oversee Loyalty budgets and contracts.
Requirements
- Bachelor's degree in Business Administration, Advertising, Marketing, or related fields.
- Experience with loyalty programs, relationship programs, cashback and/or points systems, and incentive campaigns.
- Experience managing agencies and vendors.
- Experience in digital product development is a plus.
Benefits
- Health and dental insurance.
- Life insurance.
- Meal allowance.
- Transportation allowance.
- Vacation bonus.
- Pharmacy assistance.
- Support for dependents with disabilities.
- Wellhub (wellness platform).
- Day off during your birthday month.
- Discount on Portobello product purchases.
- Discount network – partnerships with various organizations.
- Profit-sharing and results participation program.
- Aprende Shop (online learning platform).
- Training and professional development programs.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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