Customer Retention Manager

Work Location: Bangalore

Reports To: Senior Manager

Our Cause: Rapido is India’s largest bike taxi player focused on solving the first and last-mile connectivity problem for India. The primary focus is mobility and changing all facets of mobility across India. We believe that 2 Wheelers are the right mode of transport for developing countries like India and have much more scope than 4 wheelers, which is also reflected in the fact that the number of 2 wheelers is significantly more than the number of 4- wheelers. We have operations in close to 100 cities and are the undisputed market leader in this space.

About Rapido

We are India’s one of the largest ride-hailing platform. Our services include on-demand Bike-taxi, Auto, Cab, Parcel/Delivery among others. Currently, in over 100 cities, we are growing close to 500% year-on-year with steady funding. We have changed the concept of intra-city travel and made last-mile connectivity affordable to all. Along with being the #1 choice of 10 million people, we have also built a solid captain base of over 5 million registered captains, who have bettered their lives with Rapido. As an employer, we provide a lot of ownership to our team members providing multiple avenues for them to grow within the company. You will only grow with us with the right balance of ambition, fun, and transparent work culture!

Opportunities don't happen, you create them!

Job Summary:

As a Senior Manager in CRM team, you will be responsible for developing and executing effective strategies aimed at increasing user engagement, reducing customer churn and increasing customer lifetime value. The ideal candidate will have a deep understanding of customer behavior, strong analytical skills, and experience in developing and implementing successful retention campaigns.

Job Responsibilities:

● Develop and execute CRM strategies: Design and implement comprehensive CRM programs across the customer lifecycle, including onboarding, engagement, retention, win-back, and loyalty initiatives.

● Customer Segmentation: Deeply understand customer segments and their unique needs and preferences. Develop targeted campaigns and personalized experiences for each segment.

● Channel Management: Leverage a multi-channel approach, including push notifications, in-app banners, email, SMS, WhatsApp, and other relevant channels to deliver timely and impactful messages.

● Data Analysis & Insights: Analyse customer data, campaign performance, and market trends to identify areas for improvement and optimize campaigns for maximum ROI.

● A/B Testing & Experimentation: Conduct rigorous A/B testing and experimentation to continuously optimize campaigns and identify the most effective strategies.

● Team Leadership: Lead and mentor a high-performing team of CRM specialists, providing guidance, training, and support.

● Stakeholder Collaboration: Collaborate closely with cross-functional teams, including Product, Marketing, Discounting, and Category teams, to align on strategic initiatives and ensure seamless execution.

● Stay Updated: Stay abreast of the latest CRM trends, technologies, and best practices in the industry.

Job Requirements:

● Proven Experience: Seeking a professional with 5+ years of experience in CRM Or Customer Marketing roles preferably in a consumer-internet company of scale, with a strong track record of success in driving customer engagement and revenue growth

●Team Leadership: Proven experience in leading and mentoring high-performing teams

●Data-driven approach: Strong analytical and problem-solving skills with the ability to analyze data, draw insights, and make data-driven decisions

● CRM Platform Proficiency: Proficiency in CRM tools such as Clevertrap/Moengage/Webengage

● Graduates or Post graduate from Tier-1/Tier-2 college

● Ability to work in a fast-paced environment and manage multiple projects simultaneously

What’s there for you?

At Rapido, the well-being of our customers is above everything else. Our growth outshines our goals and we want you to be a part of the growth in solving fundamental mobility problems for India. You can be part of the team that is helping daily commuters with economic and quicker rides. You will have several opportunities to exercise your potential, you won’t be disappointed. We break the regular office monotony and believe in free-flowing work culture. Excited to solve challenges? Join Rapido & chase bigger milestones too!

Interview Process:

• Round 1 – Manager Round
• Round 2 – BU Head Round

WHY SHOULD YOU JOIN RAPIDO: We’ve scaled 10x within 1 year and currently doing 3.5+ Lakh orders per day. Our growth outshines our goals and we want you to be a part of the growth solving fundamental mobility problems for India. You can be part of the team that is helping daily commuters with economic and quicker rides. At Rapido, we take our work seriously and are proud of the associations we have built along the way. But then, we also know how to have fun. With a seamless communication structure and a “no cubicle culture”, the people here are extremely approachable. You will have several opportunities to exercise your potential, you won’t be disappointed. We break the regular office monotony and believe in free-flowing work culture. • monstrates ability to make unpopular and difficult decisions when necessary. • Ability to handle varying amounts of information, distil key points drawing practical conclusions translating into a strong business case and business requirements. • Ability to look beyond the obvious solutions and ways of working and create better reports or more efficient ways of reporting.

WHY SHOULD YOU JOIN RAPIDO: We’ve scaled 10x within 1 year and currently doing 3.5+ Lakh orders per day. Our growth outshines our goals and we want you to be a part of the growth solving fundamental mobility problems for India. You can be part of the team that is helping daily commuters with economic and quicker rides. At Rapido, we take our work seriously and are proud of the associations we have built along the way. But then, we also know how to have fun. With a seamless communication structure and a “no cubicle culture”, the people here are extremely approachable. You will have several opportunities to exercise your potential, you won’t be disappointed. We break the regular office monotony and believe in free-flowing work culture