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Customer Growth Strategy Manager
2 months ago
The Manager, Customer Growth Strategy is a key role responsible for designing and implementing acquisition offers to attract new customer relationships, improve product mix, and increase Average Revenue Per User (ARPU). This position requires a strategic and analytical mindset, with the ability to influence in a highly matrixed environment.
Responsibilities- Identify new offer opportunities and provide strategic recommendations to drive acquisition growth across all sales channels.
- Develop an effective and creative customer acquisition strategy, offer, and plan for highly competitive areas, under-penetrated segments, or underperforming markets.
- Develop a compelling value proposition, based on a deep understanding of market and customer needs, for the acquisition offers, including pricing, promotions, positioning, and business rules.
- Develop detailed performance analysis at the offer, market, and segment level.
- Identify opportunities based on detailed segmentation analysis.
- Understand regional market performance, the competitive environment, and collect customer insights.
- Measure the local effectiveness of marketing programs and tactics.
- Pull data from internal sources and perform business interpretation of raw data from other areas, and recommend offer development, marketing, and media tactics.
- Knowledgeable on offer best practices, technologies, and trends.
- Conduct research and competitive analysis (market size, competitive benchmarks, trends, opportunities, customer needs, and expectations).
- Develop offer testing strategies to improve conversion value and KPIs.
- Monitor and react to customer lifecycle KPIs (gross adds, contact rates, NPS, early churn).
- Work closely with Sales, Product, and Finance teams to assist with development and implementation of core business, competitive, and new product offer plans to achieve revenue growth goals.
- Partner with the Insights/Research team to enrich the strategic value of analytics and insights.
- Produce executive reporting and presentations.
- Minimum of 5+ years of growth management, product management, pricing, or related field, with demonstrated ability to deliver customer growth, ARPU, and revenue.
- Strategic, big-picture thinker, but also detail-oriented, with follow-through skills and the ability to execute on a vision.
- In-depth understanding of the media and telecommunications industries, with awareness of consumer trends, the competitive landscape, and a track record of successful strategy design and execution.
- Strong MS Excel and analytic skills, with the ability to analyze qualitative and quantitative data and use that data to inform the acquisition strategy.
- Experience building and presenting C-suite level presentations.
- Critical-thinking skills: assess all available information to determine what offer strategy would work best for a specific context.
- Strong understanding of customer segmentation.
- Product sensibility with a strong marketing and business orientation.
- Challenges the status quo to identify areas for improvement, efficiency, and effectiveness.
- Ability to work under limited supervision, in a fast-paced environment with tight deadlines.