The Khel Group - Manager - Marketing/Customer Retention (5-10 yrs)
Customer Retention Manager
Job Description :
- The candidate will be expected to drive Customer Retention across all Channels and Products at Sachar Gaming Pvt. Ltd.
- S/he will be responsible for developing strategic programmes and analysis and insight from all customer related processes including CRM and Loyalty.
- The role requires her/him to have strong strategic, creative and organisational skills and a passion for deriving insight from data.
- A keen interest in the skill-based Games industry is also expected.
Responsibilities :
- Strategic planning of all Customer Retention Programmes
- Identify opportunities to increase repeat purchase rates and drive incremental revenue from existing customers
- Manage customer segmentation and set KPIs accordingly
- Develop communications strategy in coordination with overall customer behaviour
- Manage the customer communication programmes across multiple mediums : Email, SMS, Whatsapp, Push Notifications, Social Channels and track and measure performance and impact
- Responsible for Campaign Calendar and Campaign Management tools
- Ownership of all CRM, Database and Campaign analysis and reporting
- Forecast, manage and monitor Retention Budget and meet Retention milestones and targets
Skills & Education Required :
- Proven experience in managing and coordinating multi-channel retention campaigns
- Excellent database / CRM knowledge and expertise in analysing data
- Ability to manage and coordinate annual retention budget
- High levels of accuracy and attention to detail
- Inquisitive and motivated to understand customers
- Strong written, verbal communication and presentation skills
- At least 5-6 years of experience in customer engagement and retention
- Degree educated (specialisation in Business Statistics or Maths or Engineering preferable)
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