Overview:

As a Retention Executive/ Asssistant Manager, you will be responsible for developing and executing strategies to maximize customer retention and loyalty. Your primary focus will be on understanding customer behaviour, implementing targeted campaigns, and leveraging data- driven insights to increase repeat user revenue & customer lifetime value. This role requires a blend of analytical skills, creativity, and a deep understanding of customer psychology to drive engagement and loyalty.

Responsibilities:

1) Customer Segmentation and Analysis:

- Conduct thorough analysis of customer data to identify key segments.

- Develop strategies for personalized communication (via SMS, Email, WhatsApp & Bot) based on customer segments.

- Utilize data insights to enhance the overall customer experience and satisfaction.

2) Retention Campaign Planning and Execution:

- Design and implement retention campaigns across various channels

- Planning and creating automated user journeys for effective communication

- Create compelling content and messaging to resonate with different customer segments.

- Collaborate with cross-functional teams to ensure seamless execution of campaigns.

3) Feedback and Surveys:

- Implement customer feedback loops to gather insights and understand pain points.

- Utilize surveys and other feedback mechanisms to improve customer satisfaction and address issues proactively.

4) Analytics and Reporting:

- Regularly analysecampaign performance and customer metrics to measure success.

- Provide detailed reports and insights to senior management.

5) Cross-functional Collaboration:

- Work closely with product, sales, and customer support teams to align retention strategies with overall business goals.

- Collaborate with marketing teams to ensure consistency in messaging and branding.

Requirements and skills

- Familiarity with A/B testing methodologies.

- Knowledge of e-commerce, subscription-based models, or relevant industries.

- Proficiency in using analytics tools such as Clever Tap, Web Engage, Mo Engage (or similarCRM's) Tableau, Google Analytics, Excel

Qualifications

- Bachelor's degree in Marketing, Business, or a related field; Master's degree is a plus.

- Minimum 1 years of experience in CRM or a similar role

- Proven experience in retention marketing or a similar role.

- Strong analytical skills with the ability to interpret data and draw actionable insights.

- Experience with customer segmentation and targeting strategies.

- Excellent communication and interpersonal skills.

- Proficiency in marketing automation tools and customer relationship management (CRM) systems.

- Creative mindset with the ability to think strategically and execute tactically.

- Should be from D2C Brands

Note - Must have good knowledge of CRM Software. Knowledge of Clevertap would be preferred.