Dare to make an impact?
YOUR ROLE
1. Data-Driven Customer Experience Strategy
- Develop and implement a data-driven strategy for customer engagement across the virtual salon platform, with a focus on personalizing experiences at every stage of the customer journey—from discovery to post-purchase care.
- Leverage customer data (e.g., behavioral insights, purchase history, browsing patterns) to create customer segments and tailor communications, offers, and recommendations.
- Use analytics to understand customer behavior and preferences, optimizing the customer journey for maximum engagement and lifetime value.
2. Personalization & Segmentation
- Drive the segmentation strategy to deliver highly relevant and targeted content, offers, and experiences to distinct customer groups based on their behaviors, preferences, and engagement patterns.
- Collaborate with product and design teams to ensure that personalized recommendations, dynamic content, and tailored offers are seamlessly integrated into the virtual salon’s website, mobile app, and other customer touchpoints.
- Build a deep understanding of customer personas and leverage this knowledge to ensure messaging and experiences feel individualized, timely, and meaningful.
3. Omnichannel Customer Journey Optimization
- Develop and optimize an omnichannel strategy to engage customers across various platforms (email, SMS, website, mobile app, and social channels) based on their preferences and behaviors.
- Work with the eCommerce and customer experience teams to ensure consistency and relevancy across channels, from automated workflows to manual campaigns.
- Create targeted messaging and offers for different points in the customer lifecycle, including acquisition, retention, re-engagement, and post-purchase care.
4. Behavioral Insights & Analytics
- Lead the analysis of customer data to identify trends, opportunities for improvement, and areas of customer friction, using tools like Google Analytics, platform insights, and customer journey analytics.
- Continuously optimize and refine the customer experience by testing and iterating on customer journeys (A/B testing, multivariate testing) to ensure optimal messaging, timing, and targeting.
- Track key performance indicators (KPIs) such as conversion rates, customer satisfaction (CSAT), lifetime value (LTV), churn rates, and customer retention to assess the effectiveness of personalization efforts.
5. Collaborate Cross-Functionally
- Partner closely with product, UX/UI, eCommerce, and customer support teams to ensure a seamless customer experience across all digital touchpoints within the virtual salon ecosystem.
- Work with the content and design teams to ensure that personalized content is engaging, visually appealing, and consistent with the brand’s tone and messaging.
- Align with the sales and customer success teams to ensure that personalized marketing initiatives also align with overall business objectives and customer satisfaction goals.
6. Customer Loyalty & Retention
- Develop personalized loyalty programs, promotions, and re-engagement campaigns based on customer behavior and preferences to drive retention and lifetime value.
- Monitor customer feedback and sentiment to continuously improve the experience and ensure we’re meeting customer needs and expectations.
- Create personalized post-purchase experiences, including tailored recommendations, follow-up content, and exclusive offers to increase customer satisfaction and repeat business.
7. Stay Ahead of Data & Technology Trends
- Stay informed about the latest trends in customer data analytics, personalization technologies, and best practices in creating data-driven customer experiences.
- Evaluate and implement new tools and technologies that can enhance our ability to personalize the customer journey and provide more targeted experiences.
