About Company
Digicel Jamaica is a leading telecommunications and digital services provider, connecting communities and empowering individuals and businesses across the Caribbean, Central America, and the Pacific. We’re committed to delivering simply more for our customers through cutting-edge technology, innovative products, and unparalleled service. As a dynamic and fast-paced organization, we thrive on innovation, collaboration, and a relentless focus on customer satisfaction. Join our team and be part of a company that’s shaping the future of digital connectivity in Jamaica and beyond.
Job Description
Are you a seasoned marketing and customer experience professional with a passion for understanding and optimizing the end-to-end customer journey? Digicel Jamaica is seeking a highly analytical and creative Senior Customer Lifecycle Strategist to join our vibrant team. In this pivotal role, you will be instrumental in designing, implementing, and optimizing strategies that enhance customer acquisition, engagement, retention, and ultimately, lifetime value across all touchpoints. This is an exciting opportunity to leverage your expertise in data-driven decision-making, segmentation, and personalized communication to drive significant business impact within a leading telecommunications and digital services environment. You will work closely with cross-functional teams including Marketing, Product Development, Sales, and Customer Service to ensure a cohesive and superior customer experience. If you are a strategic thinker with a proven track record of driving measurable results in customer lifecycle management, we encourage you to apply and help us redefine how our customers interact with our brand.
Key Responsibilities
- Develop and execute comprehensive customer lifecycle strategies, from onboarding and engagement to retention and win-back programs, across various customer segments and product lines.
- Utilize data analytics, market research, and customer insights to identify key customer journey touchpoints, pain points, and opportunities for optimization.
- Collaborate with Marketing, Product, Sales, and IT teams to design and implement personalized communication campaigns and experiences across multiple channels (e.g., email, SMS, app notifications, in-app messaging, digital advertising).
- Define, monitor, and analyze key performance indicators (KPIs) related to customer lifecycle management, providing regular reports and actionable recommendations to leadership.
- Champion customer segmentation efforts, ensuring that strategies are tailored to the unique needs and behaviors of different customer groups.
- Lead A/B testing initiatives for various lifecycle campaigns and initiatives to continuously optimize performance and improve conversion rates.
- Stay abreast of industry best practices, emerging technologies, and competitive trends in customer lifecycle management and digital marketing.
- Mentor junior team members and foster a culture of continuous learning and customer-centricity within the organization.
Required Skills
- Minimum of 5 years of experience in customer lifecycle management, CRM, or digital marketing with a focus on customer journey optimization.
- Proven track record of developing and executing successful customer engagement and retention strategies.
- Strong analytical skills with the ability to interpret complex data, draw insights, and make data-driven decisions.
- Proficiency with CRM platforms (e.g., Salesforce, HubSpot) and marketing automation tools.
- Excellent communication, presentation, and interpersonal skills, with the ability to influence cross-functional teams.
- Demonstrated ability to manage multiple projects simultaneously in a fast-paced environment.
- Bachelor's degree in Marketing, Business Administration, Economics, or a related field.
Preferred Qualifications
- Master's degree in a relevant field.
- Experience in the telecommunications or digital services industry.
- Familiarity with CX (Customer Experience) design principles and methodologies.
- Certifications in digital marketing, analytics, or CRM platforms.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health, dental, and vision insurance.
- Generous paid time off and holidays.
- Opportunities for professional development and career growth.
- Dynamic and collaborative work environment.
- Employee discounts on Digicel products and services.
- Access to innovative technologies and cutting-edge tools.
- Contribution to a company that connects communities across the region.
How to Apply
Interested candidates are invited to click on the application link below to submit their resume and a cover letter outlining their qualifications and experience relevant to this role. Please ensure your application highlights your successes in customer lifecycle strategy and your passion for driving customer value.