Customer Engagement & Communications

• Own and manage the internal communication platforms (email, in-app, push, sms) content process flow and propose process improvements driven by data and to optimize workflow efficiency
• Formulate and manage projects that help improve the in-app operation for all Lines of Business, sharing practices with peers and keeping a close track of performance metrics
• Test and incorporate multi-channel touchpoints (email, in-app, and push) along the customer journey to increase exposure and conversion
• Collaborate with data science, business analysts, market researcher to understand consumer segmentation/ behaviour
• Continuously identify opportunities to improve the product, focus on customer centric initiatives roll out to improve customer experience and to drive user acquisition/growth and engagement
• Able to execute independent as well as group initiatives and communicate problem formulation, solution, analysis, and insights to wider team members and stakeholders

CRM

• Define hypotheses, develop and execute necessary tests, experiments, and analyses to prove or disprove them
• Initiate, engage and develop strategic partnerships to drive the success of CRM from acquisition, engagement and retention perspective
• Collaborating with other departments ensure the CRM strategy works well for every aspect of the business.
• Coming up with creative ideas, preparing proposals, overseeing the production process & execution, and reporting the results to the relevant people.