Senior Officer - Customer Life Cycle Management

Job Title: Senior Officer – Customer Lifecycle Management

Department: Customer Experience

Job Overview

We are seeking a data-driven and customer-focused Senior Officer – Customer Lifecycle Management to lead the design, execution, and optimization of end-to-end customer lifecycle strategies. This role will be responsible for driving customer acquisition, engagement, retention, loyalty, and advocacy through data analytics, customer segmentation, personalized campaigns, and cross-functional collaboration. The ideal candidate will combine strong analytical skills with customer-centric thinking to deliver measurable improvements in customer experience and business growth.

Key Responsibilities

• Develop and optimize customer lifecycle strategies across acquisition, onboarding, engagement, retention, and loyalty stages.
• Analyze customer behavior, lifecycle metrics, and engagement data to identify growth opportunities and improvement areas.
• Design and maintain customer segmentation models based on demographics, behavior, profitability, and engagement patterns.
• Create customer personas and targeted engagement strategies to deliver personalized experiences.
• Identify high-value, at-risk, and growth-potential customer segments and recommend tailored retention strategies.
• Develop and execute customer campaigns based on lifecycle insights and segmentation frameworks.
• Implement customer retention, loyalty, and win-back initiatives to maximize customer lifetime value.
• Collaborate with Marketing, Product, Technology, Analytics, and Operations teams to deliver seamless customer journeys.
• Utilize qualitative and quantitative research to understand customer needs and improve lifecycle performance.
• Track and report on key customer lifecycle KPIs, campaign effectiveness, retention rates, and customer value metrics.

Experience Required

• 3+ years of experience in Customer Lifecycle Management, CRM, Loyalty Programs, Customer Engagement, Marketing, Customer Insights, or Relationship Management.
• Proven experience in customer segmentation, lifecycle optimization, campaign management, and retention programs.
• Strong track record of improving customer satisfaction, loyalty, and retention outcomes.
• Experience with CRM platforms, marketing automation tools, and customer analytics solutions.
• Bachelor’s degree in Business Administration, Marketing, Data Science, Communications, Economics, or a related discipline.
• MBA or Master’s degree preferred.

Skills & Competencies

• Customer Lifecycle Management (CLM)
• Customer Relationship Management (CRM)
• Customer Segmentation & Personalization
• Customer Retention & Churn Management
• Loyalty Program Management
• Customer Analytics & Insights
• Campaign Management & Marketing Automation
• Customer Lifetime Value (CLV) Analysis
• Power BI, Tableau, and Advanced Excel

Raqami is committed to building a diverse, equitable, and inclusive workplace. We welcome applications from qualified candidates of all backgrounds and are dedicated to providing equal employment opportunities for all.