Head of User Engagement (JN -102021-4619)

Our client is a leading telecommunication and digital services provider that serves 50 million customers worldwide. They are currently looking for a Head of User Engagement to join their team in Panama!

This is a great opportunity to be part of a company ranked in the top 25 of multinational companies of the “Great Place to Work” that offers great benefits for their employees


Qualifications / Requirements

Desired skills

·      Skilled at developing and managing direct reports with effective team building skills and conflict resolution management

·      Excellent communication and presentation skills with the ability to communicate effectively across various departments

·      Highly organized with the ability to multi-task and manage competing priorities and report directly to the C-Level, Executive teams & Regional ecosystems

·      Strong analytical and data driven decision-making skills, highly data-driven and metrics focused leader with a history of implementing best in class marketing processes and systems to enable effective high growth

·      Proficient in setting sales targets and forecasts

·      A passion for building memorable brands and driving aggressive growth strategies

·      Attention to detail and data driven with strong intuition for the customer’s perspective

·      Proven ability to recruit, retain, and motivate high performing and distributed marketing teams

Desired professional experience

·      Minimum 8 years’ experience in marketing, customer engagement, relationship marketing, loyalty, churn or related field. Minimum 5 years of experience in marketing leadership roles, including experience in customer management, customer base segmentation, retention and tier management

·      Proved experience as and successfully leading a marketing/brand strategy for a company with many add-ons. Marketing leadership experience at a high growth startup, ideally in eCommerce, Fintech or internet marketplaces

·      Proven experience and expertise in acquisition, growth and digital performance

·      Adept at working in a data driven, fast moving environments with a bias for action

·      Proven success in developing and scaling a consumer brand

·      High energy and action-oriented

·      A history of leading teams to successful outcomes

·      An aggressive self-starter but still a humble team player with a collaborative style

Desired Education profile (not most critical angle)

•      Business Administration, Economics or Engineering •    Masters Degree, CPA, CFA, or MBA


Key responsibilities

•      Build, manage and perform customer tiers/clusters strategy and data base management to drive/leverage business growth

•      Define the end-to-end customer engagement strategy to enhance the customer lifetime value CLTV and design and implement a customer ranking model

•      Design and execute the One-to-One communication strategy end-to-end (platform, workflows, KPI´s, reporting, etc.) to drive business performance.

•      Coordinate with marketing team, product leads, design teams and internal/external agencies to ensure creative assets are developed

•      the content, resources, integrations and ecosystems to support business requirement and added values

•      Create a segmented customer retention strategy to reduce churn and protect revenue by country, business unit, channels and specifics products.

•      Build the loyalty framework to focus and prioritize the high-value customer across the MFS and telco journeys as a key value creation driver

•      Design automated workflows to perform for products and journeys defined by the business (i.e. up sales, onboarding, collections, etc.)

•      Define and report on key objectives and KPIs for your areas of focus

•      Drive cross-functional alignment with internal stakeholders across marketing, sales, G2M, Country Heads, customer CI/CX, and Revenue Management.

•      Design, implement and perform customer base management strategies to enhance value (add-ons, upsell, cross-sell)

•      Design, implement & develop nurture programs and campaign strategies, working closely with the product sales and content teams