Job closed
Job description / Role
Overview
We are seeking a dynamic and strategic Customer Lifecycle Management (CLM) Specialist/Manager to join our team. The CLM Specialist/Manager will be responsible for developing and implementing strategies to optimize the customer journey, enhance customer retention, and drive customer satisfaction and loyalty. This role requires a strong understanding of customer behavior, excellent analytical skills, and the ability to collaborate effectively with various departments to deliver a seamless customer experience.
Key responsibilities and accountabilities
Customer Journey Mapping and Analysis:
- Map the end-to-end customer journey to identify key touchpoints and opportunities for improvement.
- Analyze customer data and feedback to understand customer behavior and preferences.
Strategy Development and Implementation:
- Develop and implement strategies to optimize each stage of the customer lifecycle, from acquisition to retention and advocacy.
- Collaborate with marketing, sales, and customer success teams to ensure alignment and execution of lifecycle strategies.
Customer Engagement and Retention:
- Design and execute customer engagement programs, including onboarding, education, and loyalty initiatives.
- Monitor and analyze customer retention metrics to identify trends and areas for improvement.
- Develop and implement strategies to reduce churn and increase customer lifetime value.
Customer Feedback and Improvement:
- Collect and analyze customer feedback through surveys, qualitative and quantitative research, and other channels.
- Identify areas for product or service improvement based on customer insights.
- Work with product development and other relevant teams to implement changes that enhance the customer experience.
Performance Tracking and Reporting:
- Develop and maintain dashboards and reports to track key customer lifecycle metrics.
- Present findings and recommendations to senior management and other stakeholders.
- Continuously refine lifecycle strategies based on performance data and evolving customer needs.
Collaboration and Communication:
- Provide training and support to internal teams on customer lifecycle best practices and tools, if necessary.
Requirements
- Bachelor's degree or higher in Marketing, Business Administration, or a related field.
- Proven experience in customer lifecycle management, customer success, or a related role.
- Strong analytical skills with the ability to interpret data and make data-driven decisions.
- Excellent communication and interpersonal skills.
- Experience with CRM systems and customer lifecycle management tools.
- Strong project management skills with the ability to manage multiple initiatives simultaneously.
- Ability to work collaboratively across departments and with external partners.
- Experience in Gaming/Play and Win Products
- Proficiency in data analysis and visualization tools (e.g., Excel, Tableau).
- Knowledge of customer experience, best practices and methodologies.
Unfortunately, due to the high number of responses we receive we are unable to provide feedback to all applicants. If you have not been contacted within 5-7 days, please assume that at this stage your application has been unsuccessful.
About the Company
MBC GROUP is the largest media company in the Middle East & North Africa region that enriches people’s lives through information, interaction and entertainment. In 2002, nearly a decade after the launch of MBC1 in London, in 1991, MBC GROUP moved its headquarters to Dubai Media City, United Arab Emirates.
Today, MBC GROUP includes over 17 leading TV channels: MBC1 (general family entertainment); MBC2 & MBC MAX (24-hour western movies); MBC3 (children’s edutainment with a mix of both local productions and western acquisitions); MBC4 (entertainment for young families with a female-focus); MBC ACTION (an indigenous adrenaline-packed channel targeting young males with local and homegrown productions); MBC VARIETY (Western films and general entertainment with uninterrupted broadcasting); MBC DRAMA (24/7 Arabic drama) & MBC+ DRAMA (a joint pay-TV channel between MBC and OSN); MBC PERSIA (general family entertainment dubbed and subtitled in Farsi); WANASAH (24-hour Arabic music channel); MBC MASR & MBC MASR2 (general family entertainment geared towards the Egyptian family); MBC BOLLYWOOD (delivering the freshest in Bollywood content geared towards the region via an Arabized interface); MBC USA (on “Dish Network” in the US); MBC IRAQ (a premium channel aimed at the entire Iraqi family), MBC5 (new satellite channel dedicated to the Maghreb); all of them benefit from MBC STUDIOS which produces the region’s most compelling premium content for cinema, television and on-demand platforms. MBC GROUP also includes two FM radio stations: MBC FM (Gulf music) and Panorama FM (contemporary Arabic hit music).
Furthermore, part of MBC GROUP is Shahid and its premium subscription-based service Shahid VIP, the world’s leading Arabic streaming platform, home to highly rated original productions from the Arab world, a wide range of exclusive movies and premieres, as well as the top watched live Arab TV channels.
Get personalised updates on latest vacancies
Customer Experience & Growth Manager
Keeta |
Dubai | 5 Dec |
![]() |
Customer Service Specialist
Quest Search & Selection |
Dubai | 4 Dec |
![]() |
Customer Success Manager
ManpowerGroup Middle East |
UAE | 17 Jan |
![]() |
Customer Service Representative
A Leading Investment Company In UAE |
Abu Dhabi | 8 Jan |
![]() |
Customer Care Executive
STS Group |
Dubai | 28 Nov |
![]() |