Responsibilities

● Plan and deliver CRM strategies across the campaigns encouraging customer retention and customer loyalty.

● Work with content, marketing and Acquisition teams to drive customer retention.

● Build custom segments and journeys to improve retention across segments; Build custom journeys for activation of users using CRM channels

● Track and improve key metrics related to customer retention across channels

● Ensure that the right messaging is communicated on the right channel

● Identify new features and improvements related to CRM channels

● Prepare and present marketing performance and commercial KPIs

● Work closely with the product team to get necessary events added to customer engagement platforms so that communication can be customized as per user cohorts

● Establish framework, ground rules and best practices for CRM channels

● Plan and implement A/Bs to experiment with campaign content, channel, frequency, and cohorts

 

Skills Required

● Hands-on experience with customer engagement platforms or most common CRM Tools such as WebEngage, MoEngage, CleverTap etc.

● Experience of customer retention and engagement strategies.

● Strong analytical abilities - Ability to derive actionable insights from consumer data and campaign information

● Prior experience in D2C industry is a plus