Customer Retention and Loyalty Expert

Education

• Bachelor’s and Master’s degree in Business, Economics, Finance, Marketing, or related fields. MBA or equivalent is a plus.

Certificates

• Project Management or Scrum related
• Leadership related

Requirements

• Proven experience in a leadership role, preferably in business development, marketing, sales, customer satisfaction or strategic planning.
• Minimum 10 years of professional experience, with at least 5 years in a managerial position.
• Strong understanding of business strategy, market trends, and competitive analysis.
• Ability to align business objectives with broader organizational goals.
• Ability to translate high-level business strategies into actionable plans and measurable outcomes.
• Proven experience in customer service and customer satisfaction, with a strong understanding of customer needs, pain points, and expectations. Ability to design and implement customer-centric strategies that enhance the end-to-end customer journey, resolve issues effectively, and foster long-term loyalty. Experience in collecting and analyzing customer feedback to drive continuous improvement across products and services.
• Demonstrated ability to lead, motivate, and inspire cross-functional teams.
• Excellent stakeholder management skills, including senior leadership, customers, and partners.
• Experience with agile methodologies and frameworks such as Scrum or Kanban is preferable.
• Proficiency in leveraging data and insights for decision-making and problem-solving.
• Strong communication skills, with the ability to convey complex ideas clearly and transparently.
• Ability to drive continuous improvement and adapt to rapidly evolving environments.
• Experience fostering a culture of innovation, encouraging creativity, and experimentation.
• Demonstrated ability to think strategically and execute tactically to deliver on complex projects within timeline and budget constraints.
• Innovative and proactive approach, with a focus on continuous improvement and customer engagement.
• Ability to utilize data to identify areas of improvement and implement data-driven changes. Strong problem-solving skills with a creative approach to finding solutions.