Customer Engagement Director

Responsibilities:
• Create plans to reduce order compensations and refunds through root cause analysis and resolution. Create a user toolkit to quantity, classify and instantly resolve customer issues.
• Set up strategies to review and improve the experience of highly defected orders. Set up a defect orders monitoring and resolution process.
• Set up campaigns for subscription and meal plan business to increase per user revenue, improve renewal rate and reduce churn.
• Lead the requirements and implementation of the CRM system. Set up flags, triggers and functionalities based on customer behavior and journey data points.
• Set up a next best action strategy to increase revenue and reduce churn.
• To be responsible for setting up a business wide customer engagement strategy, creating customer wow moments to improve NPS, CSAT and churn scores.
• Create customer profiling and customer segmentation for Kitopi’s customer base.
• Create targeted campaigns based on data to upsell and cross sell across brands.
• Work with data science team to create a churn prediction model. Set up strategies to reduce churn through proactive and reactive retention activities.