Project/Customer Experience Manager

Extra360 is a leading technology company that specializes in delivering loyalty, digital wallet, and payments solutions to businesses worldwide. With over 20 years of experience, we have a proven track record of improving customer engagement, employee satisfaction, merchant retention, and sales for clients across various industries, including retail, healthcare, and financial services. Our expertise in modern technologies and deep industry knowledge makes us a valued partner for our clients, supporting their revenue generation and customer experience efforts. As a hypergrowth scale-up with ambitions to become a Unicorn company, we're on the lookout for energized, motivated, and innovative individuals to join our dynamic, customer-obsessed team. At Extra360, we firmly believe that happy employees create happy customers, and we're dedicated to fostering a supportive and empowering work environment where you can thrive.

Why Extra360?

• Innovative Projects: Engage in cutting-edge projects that push the boundaries of technology and revolutionize customer engagement.
• Dynamic Team: Collaborate with passionate, like-minded professionals in a fast-paced and vibrant environment.
• Global Exposure: Work with a diverse portfolio of international clients and partners, gaining valuable global experience.
• Growth Opportunities: Benefit from continuous training and development programs designed to advance your skills and career.
• Supportive Culture: Thrive in an inclusive workplace that values diversity, encourages collaboration, and celebrates your ideas and contributions.

What's in it for You?

• Competitive Salary: We offer a salary that matches your skills and experience.
• Hybrid Working: Enjoy the flexibility of working from home or our awesome office.
• Global Exposure: Gain valuable experience working with clients and projects from around the world.
• Training: Learn from best-in-class subject matter experts.
• Healthcare Benefits: Comprehensive and holistic healthcare coverage.
• Daily Meals: Full meal coverage every day.
• Social Events: Regular happy hours and social events with your teammates.
• Career Growth: Unlimited potential to shape your career and drive outcomes.

What You Will Do?

• Plan, execute, and manage end-to-end CRM campaigns and operational processes.
• Analyze customer data to identify opportunities for customer acquisition, retention, loyalty, purchase frequency, basket size, and revenue growth, and develop actionable recommendations.
• Build target audiences using RFM and similar segmentation models, and design personalized customer journeys and loyalty campaigns.
• Plan, create, and launch customer communications across SMS, email, push notifications, web push, and mobile app channels.
• Monitor and analyze CRM campaign performance by tracking KPIs and ROI, preparing regular reports, and identifying opportunities for continuous improvement.
• Contribute to enhancing the customer experience across CRM platforms, mobile applications, and web channels.
• Support initiatives to improve CRM data quality, marketing automation processes, and overall data management.
• Coordinate CRM projects with cross-functional teams to ensure successful delivery and execution.
• Manage CRM project plans, timelines, priorities, and deliverables, ensuring projects are completed on time and in line with business requirements.
• Track project progress, manage risks and dependencies, and proactively communicate project status, potential issues, and mitigation plans to relevant stakeholders.
• Collaborate closely with Marketing, Product, Technology, and Data teams to continuously improve CRM strategies and customer engagement.

Qualifications

• Bachelor's degree in Business Administration, Industrial Engineering, Statistics, Mathematics, Marketing, or a related field.
• Minimum 5 years of experience in CRM, Customer Experience, Loyalty, or Digital Marketing.
• Hands-on experience in CRM campaign management, customer segmentation, and personalized customer engagement.
• Experience working with RFM or similar customer segmentation methodologies.
• Experience managing CRM communication channels such as SMS, email, push notifications, and web push.
• Strong analytical skills with the ability to interpret customer data and translate insights into business actions.
• Experience in project management, including project planning, timeline management, stakeholder coordination, and delivery tracking.
• Good command of written and spoken English.

Skills

• Strong analytical and problem-solving skills.
• Excellent communication and collaboration abilities.
• Strong planning and organizational skills.
• Customer-focused mindset with a results-oriented approach.
• Adaptable, proactive, and eager to learn and continuously improve.

Ready to Join Us?

If you’re passionate about technology and its impact on business growth, and you thrive in a dynamic, fast-paced environment, we want to hear from you. At Extra360, you’ll have the opportunity to innovate at scale, learn new things, and have fun along the way! Apply now and take the next step in your career with Extra360. Let's build the future of customer engagement together.