Design and develop end-to end customer journey and success program
· Define customers segments based on set criteria indicating customer importance, growth potential
· Map out customers’ journey and relevant touchpoints impacting customers’ needs and satisfaction, for both Print & Online products
· Work with Products, Sales, Marketing, CS to design strategy, value-add service, product offering, pricing to drive customer stickiness and satisfaction
· Lead CDI, product UAT and feedback sessions and channel insights and data to product and technical teams on benefits and areas of improvement
· Work collaboratively with Sales & Marketing to strengthen GTM and achieving commercial success (net POS growth)
Provide insightful data analysis
· Tasked with providing the department with process or sales improvement strategies. They will often work closely with subject matter experts, marketing teams or management to develop and implement plans.
Drive CDI and programs to better engage customers & build LN brand
· Engage with external key stakeholders to gather market intelligence, drive strategic relationship, and develop business opportunities
· Develop and run programs for customer value-add and drive loyalty and brand awareness
· Drive CDI and focus group sessions to assist with product development and improvement initiatives, and to increase account value and customer dollar spend
Provide the right training sessions to induce more customers’ usage
· Develop, plan and conduct onboarding, refresher and relevant training courses to drive adoption and usage of LN’s product, solution and content
· Develop resource and material (online, digital media) to be used for education, customer training and sales enablement purpose
· Develop customer engagement strategy and execute accordingly
· Conducts sales training needs assessments, sales enablement sessions and analyzes employee training needs to determine requirements for new program development