About Xeno
Xeno is an AI-based CRM and loyalty platform. We work with leading retail brands like Aditya Birla, Fabindia, Forever New, Bestseller, and F&B brands like Taco Bell and Baskin Robbins and across the Middle East with a growing book that includes Lal's Group, Giordano, Blue Tokai, Al Madina, Home R Us, Jacky's Retail, Kashkha, Citrus Clothing and Alboom Marine. We help enterprises build personalised customer experiences, drive engagement, and achieve their revenue goals.
We are looking for an experienced customer engagement consultant with a demonstrated history of success in building analytics for Saas-based CRM, CRM consulting, loyalty design, and loyalty consulting. In this role, you will be responsible for building and managing our CRM and Loyalty strategy that is central to Xeno's Customer Success. You'd be expected to understand the technical and data architecture of the customer ecosystem, work with CSMs on improving and evolving the strategies and ensure that the objective of the customer is met.
This role is for you if
- You're an expert at customer analytics, customer engagement & loyalty program design
- You've built customer data models and have hands-on experience on SQL, Python, and R
- You have a strong grasp of common technical concepts like APIs and data models
- You are self-motivated and like to work at a fast-growing company
- You can deal with ambiguity and lead the team to make the right decisions
- You enjoy driving results. Driving more value for customers gives you higher satisfaction than just building a cool feature.
- Finally, you're as passionate about growing a company as you are about customer engagement.
A bonus: experience in the retail industry and/or with AI technologies is an added advantage.
Roles & Responsibilities
- Serve as a trusted technology advisor, helping customers connect business goals with Xeno's product capabilities and roadmap.
- Evangelize new features, product innovations, and best practices to drive customer adoption and success.
- Analyze customer data, usage patterns, and marketing performance to deliver actionable insights and maximize ROI.
- Leverage data analytics, AI, and machine learning-driven insights to identify opportunities for revenue growth and improved customer outcomes.
- Monitor customer health, product adoption, and utilization trends, proactively identifying risks and growth opportunities.
- Conduct Quarterly Business Reviews (QBRs) and regular health checks to align customer objectives with business outcomes.
- Build and maintain strong relationships with key customer stakeholders, acting as a strategic partner throughout the customer lifecycle.
- Collaborate effectively with cross-functional teams including Product, Engineering, Sales, and Marketing to deliver customer success.
- Proactively identify customer challenges and develop creative, scalable solutions to address business and technical needs.
- Manage and resolve critical customer escalations, balancing customer satisfaction with business objectives.
- Design, improve, and implement processes, frameworks, and best practices to better serve customers and drive operational excellence.
- Drive customer retention, expansion, and long-term value creation through exceptional customer engagement and strategic guidance.
Why Join Xeno
At Xeno, you'll work on some of the most complex customer engagement, loyalty, and retention challenges for leading consumer brands. You'll partner directly with customers, product leaders, and founders to drive measurable business outcomes through technology, data, and strategy.
What You'll Get
- High ownership from day one with the autonomy to drive outcomes, not just execute tasks.
- Exposure to cutting-edge applications of CRM, customer data, AI, and machine learning in real-world business scenarios.
- Opportunity to shape how brands leverage AI-powered insights, personalization, and automation to drive growth.
- Direct collaboration with Product, Engineering, and Leadership teams to influence product direction and customer strategy.
- A fast-paced, performance-driven culture that rewards initiative, learning, and impact.
- Accelerated career growth through solving high-impact business and technology problems at scale.
Interested
Apply with your resume and a short note on why this opportunity excites you.
