Senior Manager, Global Customer Engagement
1 week ago
The Customer Engagement Senior Manager will play a critical role within the Global Services Organization as part of the Global Strategic Engagement & Growth team. This team is tasked with deepening customer engagement, lifetime value, and profitability of our customers. You will be responsible for leading the lifecycle management of consumers across all Operations touch points, including digital, email, phone and chat, to ensure that Groupon has a meaningful dialogue to deepen and grow the loyalty of our highest value customers. You partner with Data Science and Technology teams on the implementation and continued evolution of customer segmentation. Based on segmentation, they will develop, test, roll out and manage life cycle programs, including onboarding and retention, in order to maximize customer lifetime value and profitability. This person will also represent the customer segmentation and lifecycle perspective to influence how we evolve Operations policies, processes and technical capabilities for our customers (e.g. refund policies, deflection, channel mix, routing) across all operations channels. This role will report to the Director, Global Engagement & Growth and lead 2 direct reports.