Customer retention and loyalty expert
About us
PASHA Insurance OJSC is a recognized leader in the insurance market of Azerbaijan. To date, the value of the company's
capital is 50 million AZN. PASHA Insurance offers 36 types of compulsory and voluntary insurance services for around
300 000 individual and corporate customers. We offer tailored insurance solutions relying on our professionalism by
assuring confidence and ensuring the highest quality.
Role Overview:
- As the Customer Retention and Loyalty Expert at PASHA Insurance, you will play a pivotal role in developing and implementing retention strategies to enhance customer loyalty and satisfaction.
- You will be responsible for implementing a comprehensive approach that focuses on personalized customer experiences, strategic engagement, and continuous improvement based on data-driven insights.
- You will have the opportunity to design and execute innovative loyalty programs, analyze customer feedback, and implement initiatives to improve churn rate. Your expertise will contribute to the development of special reward programs tailored to our loyal customers' preferences, fostering engagement, and driving business growth.
Key Responsibilities:
- Utilize data analytics to segment the customer base into distinct groups based on their behavior, preferences, and value to the company.
- Develop targeted strategies for each segment to address their specific needs, preferences, and risk of churn.
- Continuously monitor and optimize the customer journey at every touchpoint. Identify pain points and areas for improvement through customer feedback and interaction data.
- Implement targeted interventions such as personalized offers, direct outreach from customer service, or access to exclusive services to address their concerns and incentivize them to stay.
- Develop and implement comprehensive retention strategies to increase customer loyalty and satisfaction.
- Analyze customer feedback and data to identify trends and opportunities for improvement in retention efforts.
- Implement initiatives to reduce churn rate and increase customer lifetime value.
- Design and execute innovative loyalty programs that effectively incentivize engagement and enhance customer experience.
- Collaborate with cross-functional teams to ensure alignment of loyalty programs with overall business objectives.
- Design personalized reward programs that align with customer preferences and drive sustained engagement.
- Continuously monitor and evaluate the performance of loyalty programs, making data-driven recommendations for optimization.
- Stay abreast of industry trends and best practices in loyalty program management and customer retention.
Requirements:
- Bachelor's degree in Marketing, Business Administration, Economics or related field.
- Minimum of 2 years of experience in a customer retention, loyalty program management, or customer relationship management role
- Deep understanding of customer segmentation, behavioral analysis, and targeted marketing strategies.
- Proven experience in developing and implementing successful loyalty programs and understanding of different strategies to enhance customer engagement.
- Strong analytical and problem-solving skills to analyze data, identify trends, and develop actionable insights.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams.
- Creative thinking and innovation mindset to design engaging and effective loyalty initiatives.
- Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
- Passion for delivering exceptional customer experiences and driving business growth.