Strategy & Operations Consultant

Part of Customer Lifecycle Management

OLX is one of the biggest online marketplaces worldwide where people can buy and sell used goods. The Customer Lifecycle Management center of excellence is an exceptionally high-skilled specialist team dedicated to building and institutionalizing a strategic customer retention platform for OLX globally. The Customer Lifecycle Management (CLM) team at OLX leverages state-of-the-art big data tools and technology to execute hundreds of millions of targeted, fully automated and personalized one-on-one customer interactions across OLX’s marketing and product channels.

The objective

The objective is to bring double-digit improvement in retention levels in order to double the size of the returning user base over the next two years, globally! The CLM team identifies patterns in customer behavior to build an extensive lifecycle stage framework for the OLX buyers and sellers. OLX adapts its marketing treatments (email, push, SMS) and product features (recommendations and personalized sort order) in order to optimize the customer experience according to user needs and lifecycle stage. The next wave of innovation will focus on data-driven and personalized monetization and performance marketing. And while they are at it, they are making it all work in real-time too.

The CLM team

The global CLM team includes four specialist areas – Business Strategy & Operations, Data Engineering, Product and Technology. Together, they directly support the regional OLX teams to run the local CLM operations in over 40 markets, providing the strategy, framework and toolkit to empower them. Effectively, the CLM team is an in-house innovation center, an operations and implementation powerhouse, and an internal business consultancy, all in one.

Vacancy for Strategy & Operations Consultant

The Strategy & Operations Consultant covers all OLX’s customer interactions to find actionable insights and help local teams improve their products and performance. The research scope ranges from CRM activities (push, email, text) to digital marketing (social, search engine, banners, re-targeting) and monetization.

The CLM Strategy & Operations team

The Strategy & Operations Consultant is a member of the CLM Strategy & Operations team. The team runs the day-to-day operations of global CLM and is the custodian of all customer interactions. The Strategy & Operations Consultant turns vast amounts of data into actionable insights, helps local teams prioritize input from different sources, coordinates roadmaps with CLM data and creates new vanilla treatments.

Personality

• A business consultant who is data-driven and SQL savvy
• Analytical and strategic
• Wants to have impact

Experience

• Experience as a (Business) Consultant
• E-commerce, online or CRM experience

Career path

• The environment offers a stellar career path at Naspers and beyond.
• To get there, the Strategy & Operations will build further on analytical abilities and become a true expert in customer experience.