Senior Manager, Global Customer & Merchant Engagement

Job Description / Skills Required

Requisition ID: R15696
The Engagement Senior Manager will play a critical role within the Global Services Organization. They will be responsible for segmentation and lifecycle management of consumers and merchants across all operations touchpoints to ensure that Groupon has a meaningful dialogue to deepen and grow engagement. They will develop, test and roll out life cycle programs and activities in order to maximize lifetime value (profitability) for all segments including new, existing and high value customers and merchants. This person will lead programs including onboarding, retention, loyalty, and profitability (e.g. value based treatments, proactive deflection, channel mix, routing) across all operations channels including digital, email, phone and chat. This role will report to the Director, Global Customer & Merchant Engagement.

Responsibilities:

Leading multiple, concurrent projects in a demanding and rapidly changing, global environment
Developing deep understanding of our customers and merchants to identify opportunities and needs. Advocating on behalf of customers and merchants to create and ensure a consistent, frictionless and valuable experience.
Collaborating with marketing, sales and data science teams to define lifecycle stages and segments as well as overarching treatment objectives
Developing, testing, iterating and rolling out segmented life cycle and treatment strategies with the goal of deepening engagement and increasing lifetime value
Integrating lifecycle and segment-based messaging into existing communications and creating new ones where needed
Determining how we use current and future expected consumer value calculations to deliver value based treatments like goodwill credits, policy exceptions, upsell and cross-sell
Partnering with technology and operations teams to define and develop routing capabilities, channel mix and other needs
Partnering with training and QA teams to define, assess and upskill agents to deliver treatment strategies during interactions
Forecasting, tracking and evaluating KPI's and ROI on all efforts for measurable lift in metrics. Developing/enhancing reporting and scorecards to evaluate overall lifecycle/segment performance.
Managing and developing a direct report employee

Requirements:

10+ years experience in strategy development, management consulting, change management, or related business process
Excellent project management skills and attention to detail
Experience in creating and executing large, innovative segmentation strategies in an operations environment (e.g. contact centers), achieving measurable results
Self starter and bias for action; significant experience leading concurrent, cross-functional programs/projects: conceptualization, prioritization, driving alignment, managing deadlines and objectives, communicating progress and impact and delivering analysis and recommendations
Sharp critical thinking and analytical capabilities with ability to translate quantitative & qualitative data/insights into initiatives focused on meeting the needs of the customer/merchant while achieving operational and financial objectives
Natural ability to collaborate well with others across the organization and thrive in a dynamic, fast-paced, and highly fluid environment. Adept at managing through ambiguity and practicing judgment.
Strong communicator who can engage at all levels of the organization providing the right understanding of initiatives to drive buy in
Ability to balance operational and technical needs
MBA or advanced degree in Business, Marketing or a related field required
Proficiency in Microsoft and/or Google tools
Must be able to travel up to 25% of time (domestic and international)
Expe­ri­ence in Inter­na­tional / Global com­pa­nies and/or startup environment pre­ferred; Previous experience with Groupon customers or merchants a plus

Groupon provides a global marketplace where people can buy just about anything, anywhere, anytime. We’re enabling real-time commerce across an expanding range of categories including local businesses, travel destinations, consumer products, and live or lively events. At the same time, we are providing advertising options and tools that merchants can use to grow and manage their businesses. Culturally, we believe that great people make great companies and that starting with the customer and working backward moves us forward. Community matters to us on an internal, local and global scale—it’s fundamental to our company’s growth and to the well-being of the world at large. We also value self-awareness, candor, lunch and WiFi. If we match with you, please apply to join us.