The Customer Experience Intern for Executions will be a dual-purpose role designed to drive growth through proactive lead identification and sustain it through high-impact retention initiatives.
Key Responsibilities:
Lead Generation & Nurturing:
- Prospect Research: Identify potential lead generation activities and assist in the planning and execution of the activity/event.
- Competitor Intelligence: Monitor competitor strategies to identify new opportunities for lead attraction.
- Encoding & Pre-Qualification: Execute desktop research or on-ground interviews to pre-qualify prospects and manage the Leads Monitoring Sheet.
Customer Retention & Loyalty:
- Churn Analysis: Schedule meetings with S&E groups to identify "at-risk" accounts and propose an engagement with them for proactive intervention.
- Retention Activities: Help create strategy plans to engage customers; Support retention campaigns such as proactive follow-up outreach and “health check” calls.
- Feedback Management: Administer and analyze NPS/CSAT surveys to uncover recurring pain points that lead to customer drop-off.