CRM

Role Overview

We are looking for an Assistant Manager – Customer Retention to drive lifecycle marketing, improve repeat usage, and enhance customer engagement through data-driven CRM initiatives. The role will work closely with marketing, product, tech, and operations teams to execute and optimize retention programs while ensuring smooth campaign operations and reporting.

Key Responsibilities

Customer Retention & CRM

• Own and execute customer lifecycle campaigns across channels such as push, email, SMS, WhatsApp, and in-app notifications using CleverTap or MoEngage.

• Design and optimize customer journeys for onboarding, engagement, reactivation, and churn prevention.

• Segment users based on behavior, cohorts, and lifecycle stages to drive personalized communication.

• Continuously test and optimize campaigns (A/B testing, funnels, cohorts) to improve retention and LTV.

Analytics & Performance

• Track and analyze key retention metrics such as repeat rate, churn, cohort retention, campaign CTRs, and conversions.

• Prepare regular dashboards and reports to share insights and recommendations with stakeholders.

• Use customer data and insights to suggest improvements in messaging, timing, and channels.

Operations & Execution

• Ensure end-to-end campaign execution including setup, QA, scheduling, and post-campaign analysis.

• Coordinate with design, content, tech, and product teams to ensure timely and accurate campaign delivery.

• Maintain CRM hygiene, campaign calendars, documentation, and SOPs.

• Support process improvements to enhance operational efficiency and reduce execution errors.

Cross-functional Collaboration

• Work closely with product and tech teams to implement event tracking, user attributes, and new CRM features.

• Collaborate with customer support and operations teams to align retention strategies with on-ground customer issues and feedback.

Required Skills & Qualifications

• 4–7 years of experience in customer retention, CRM, lifecycle marketing, or growth roles.

• Hands-on experience with CleverTap or MoEngage (mandatory).

• Strong understanding of customer lifecycle management and retention metrics.

• Experience working in fast-paced environments such as e-commerce, fintech, consumer tech, or startups.

• Good analytical skills with the ability to derive insights from data.

• Strong operational skills with attention to detail and execution rigor.

Good to Have

• Experience with multiple CRM channels (push, email, WhatsApp, SMS).

• Basic knowledge of SQL or analytics tools.

• Exposure to automation, journey orchestration, and personalization at scale.

• Experience in coordinating with multiple internal stakeholders.