Overall Role Purpose

Reporting to the Telemarketing Manager, the Multi-Channel Coordinator is responsible for driving effective customer acquisition and enhancing process efficiency through data analysis and strategic collaboration. The coordinator will analyze performance metrics and utilize data-driven insights to inform strategies, optimizing the onboarding process for potential new customers. By coaching and mentoring Lead Qualifiers and Telemarketing Executives, the Multi-Channel Coordinator will enhance team productivity and ensure high-quality customer interactions. This role also involves designing and implementing targeted marketing campaigns that meet the diverse needs of multi-channel customers, fostering engagement and retention. Through collaboration with cross-functional teams, the Multi-Channel Coordinator will play a critical role in achieving sales targets and driving business growth.

Performance Analysis and Reporting:

• Conduct in-depth analysis of lead and customer performance metrics to drive strategic decision-making and achieve sales acquisition targets.
• Create and present comprehensive performance reports that highlight insights on lead sources, customer trends, and the effectiveness of team initiatives, leveraging data to inform and enhance business strategies.

Lead Management and Onboarding

• Serve as the primary system and process owner for managing lead sources, ensuring a seamless and engaging onboarding experience for potential new customers.
• Develop and implement effective call scripts that incorporate customer-facing activities, conducting conversion tests on new lead generation programs to optimize lead quality and conversion rates with customer.

Customer Engagement and Strategy

• Design and execute targeted marketing contact strategies to engage and reactivate multi-channel customers, driving both acquisition and retention efforts.
• Prioritize and manage multi-channel accounts for re-profiling, ensuring proactive requalification to facilitate seamless transitions to Field Sales and Telesales.Campaign Development
• Collaborate with cross-functional teams to conceptualize and lead innovative campaigns that enhance lead generation quality and quantity.
• Partner with the marketing team to design and implement marketing campaigns tailored to meet the unique shipping needs of multi-channel customers, ensuring alignment with overall business objectives.Lead Management and Onboarding
• Serve as the primary system and process owner for managing lead sources, ensuring a seamless and engaging onboarding experience for potential new customers.
• Develop and implement effective call scripts that incorporate customer-facing activities, conducting conversion tests on new lead generation programs to optimize lead quality and conversion rates.

Requirements:

• Fresh graduates welcome or at least 1 to 2 years in an analytical or customer fronting function in a sales and marketing role preferred.
• Strong customer-facing experience to understand market dynamics and customer needs.
• Proven ability to analyze data and translate insights into actionable strategies.
• Customer-oriented, and able to handle difficult customers and issue escalations.
• Excellent coaching and mentoring skills to enhance team performance.
• Ability to design and implement effective marketing and engagement campaigns.
• Team player with good interpersonal skills, excellent communication and analytical skills.
• Proficiency in data analysis tools and software (e.g., Excel, SQL, Tableau, Power BI).
• Experience with statistical analysis and data visualization techniques.
• Preferably Degree in Business or equivalent.