Fresh Jobs at RedCloud Technology

The role:

• We are seeking a highly motivated and experienced Senior Manager - Customer Experience to join us at RedCloud.
• The role-holder will play a crucial part in acting as the bridge between Customers and RedCloud and will be responsible for driving Retention, platform adoption, enhancing User experience and Customer Engagement.
• As a generalist with a hands-on approach, they will be responsible for building processes from scratch and leading the execution of Customer experience initiatives.
• We define customers as users of our product (this includes Buyers (Retailers), Distributors, Wholesalers and FMCG Brands) and our frontline sales team members who are our primary channel for direct and regular customer contact.
• As a startup, we believe in chaos and you should be able to thrive in a fast-paced environment, prioritize tasks, and meet deadlines.

What you will be doing:

• Customer Lifecycle Management: Analyze and manage the entire customer lifecycle, from onboarding to post-purchase support. Identify opportunities to enhance customer engagement (Proactive & Reactive across channels), Loyalty, and Advocacy throughout the journey.
• Customer Journey Mapping: Map and analyze customer journeys to understand pain points, identify areas for proactive engagement and enhance overall customer satisfaction. Work cross-functionally to implement necessary changes.
• Customer Data Management – Will be responsible for the quality of data capture and management for all Customer Entities
• User Experience: Develop strategies and implement initiatives to improve user experience on the platform, ensuring it is intuitive, user-friendly, and optimized for customer satisfaction and repeat usage.
• Customer Retention: Develop and execute Customer Retention programs, including personalized communication, loyalty rewards, and customer-centric initiatives. Analyze churn patterns and implement strategies to mitigate customer attrition.
• Stakeholder Collaboration: Collaborate with internal teams, including Product, Sales, Marketing, and Operations, to align customer experience strategies with overall business objectives. Act as a customer advocate within the organization.

What you will need

• Bachelor's degree in Business Administration, Marketing, or a related field. A master's degree is a plus.
• Proven experience (6-9 years) in a Senior Customer experience or Customer success role, preferably within an FMCG or a B2B marketplace environment in Emerging markets.
• Strong understanding of User experience principles, Customer lifecycle management & Customer journey mapping.
• Excellent analytical skills, with the ability to interpret data, derive insights, and make data-driven decisions.
• Demonstrated success in leading Customer Retention & Loyalty programs.
• Ability to work as a generalist and lead cross-functional teams, driving execution excellence and building processes from scratch.
• Exceptional communication and interpersonal skills to effectively collaborate with stakeholders at all levels of the organization.
• Self-starter with a proactive approach, able to work independently and take ownership of projects.
• Strong organizational and project management skills, with the ability to prioritize tasks and meet deadlines.
• Proficiency in CRM tools and platforms is a plus.

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The role:

• We are seeking a highly skilled and experienced Senior Manager - Customer Success to join our Open commerce eB2B marketplace platform.
• Your primary focus will be on driving LTV (Lifetime Value), Buyer Retention & engagement within the platform across all markets.
• As part of the role, key indicators for you would include Average Order Value, Buying frequency, Upsell & Cross-sell ratios, Buyer Retention rates and LTV. You will co-create and execute the go-to-market (GTM) strategy, track sales effectiveness, and collaborate with sales team members to drive success.
• You will also lead the Buyer acquisition drive centrally owning the Distribution footprint. Collaboration with local sales team members across markets will be crucial in achieving these objectives.
• As a startup, we believe in chaos and you should be able to thrive in a fast-paced environment, prioritize tasks, and meet deadlines.

What you will be doing

• Define & Drive LTV for all Buyers on our Platform: Develop and implement customer success strategies to optimize Average Order Value, Frequency of Buying, Up-sell and Cross-Sell ratios for all Buyers.
• Sales Performance Tracking: Implement systems and processes to track sales performance and effectiveness. Analyze sales data, identify trends, and provide insights to drive continuous improvement in sales strategies and outcomes targeted at Buyer LTV.
• Sales Management: Manage the Sales Operations function within the FMCG domain for all markets from the Buyer side. Create and execute a GTM strategy, track sales effectiveness, and provide training and support to frontline Sales team members.
• Buyer/Retailer Success: Drive buyer and retailer success by enhancing their experience on the platform. Optimize buyer processes, data quality, and overall engagement to increase purchase frequency and volume.
• Buyer Footprint expansion: Improve the Buyer footprint across markets by identifying opportunities for expansion using digital mediums, online data repositories and field team engagement.
• Continuous Improvement: Collaborate with local sales team members to enhance customer engagement and satisfaction. Develop and implement initiatives to strengthen relationships with all buyers, understand their needs, and deliver value-added services.
• Cross-functional Collaboration: Work closely with other teams, including marketing, product, and operations, to align customer success strategies with overall business objectives. Collaborate with stakeholders to optimize processes, data quality, and customer satisfaction.

What you will need

• Bachelor's degree in Business Administration, Marketing, or a related field. A master's degree is a plus.
• 6-9 years of experience managing the sales function within the FMCG domain, preferably at a regional level. Experience in Sales Automation or Operations is advantageous.
• Strong track record of driving target achievement and Distribution expansion in the FMCG industry.
• In-depth understanding of buyer/retailer success principles, including optimizing buyer experience, leveraging data and influencing purchase behavior.
• Strong analytical skills and the ability to interpret transactional, behavioral and profile data to identify trends, insights, and areas for improvement.
• Excellent communication and interpersonal skills to collaborate effectively with cross-functional teams and stakeholders at all levels.
• Self-starter with a result-oriented mindset and a focus on delivering exceptional customer success outcomes.
• Proficiency in Sales tracking systems, CRM software, and Data analysis tools would be an advantage.