Customer Retention Manager

As the E-Commerce Customer Retention Manager, you play a crucial role in developing and executing strategies to enhance customer loyalty, reduce churn, and elevate overall customer satisfaction within the e-commerce business. Collaborating with marketing, customer service, and product teams, you will drive compelling retention initiatives that foster long-term customer relationships and revenue growth. **Key Responsibilities:** - Develop and Implement Retention Strategies: - Design and execute comprehensive customer retention programs to drive repeat purchases and increase customer lifetime value. - Utilize customer data and behavior patterns to create tailored marketing strategies. - Manage loyalty programs, rewards systems, and other initiatives to keep customers engaged. - Customer Segmentation and Personalization: - Segment customers based on behavior, frequency, spend levels, and demographics for targeted campaigns. - Collaborate with the marketing team to personalize marketing efforts and increase engagement. - Continuously refine segmentation strategies for program effectiveness. - Customer Experience Optimization: - Analyze the customer journey and identify areas for improvement across all touchpoints. - Implement changes to enhance usability and customer satisfaction. - Oversee post-purchase initiatives for a seamless experience. - Churn Prevention and Win-back Campaigns: - Monitor customer behavior to prevent churn and identify opportunities for win-back strategies. - Develop targeted offers and personalized outreach for dormant customers. - Collaborate with customer support to resolve issues leading to attrition. - Data-Driven Decision Making: - Analyze key retention metrics to inform strategy adjustments. - Conduct experiments to optimize campaigns and tactics. - Utilize customer feedback to improve the retention strategy. - Customer Feedback and Engagement: - Collect feedback to gauge satisfaction and identify areas for improvement. - Lead customer satisfaction initiatives to measure program effectiveness. - Foster customer advocacy and emotional connections to the brand. - Collaboration with Cross-Functional Teams: - Work closely with various teams to ensure consistency in customer communications. - Provide insights to product and marketing teams for alignment with customer needs. - Coordinate with sales team for upselling and cross-selling opportunities. - Retention Performance Reporting: - Regularly report on retention KPIs and program effectiveness to senior leadership. - Optimize retention campaigns based on data insights. - Track ROI for budget efficiency. **Qualifications:** - Education: Bachelor's degree in Marketing, Business, or related field. Master's degree is a plus. - Experience: - Experience in e-commerce, customer retention, or related fields. - Proven success in executing e-commerce customer retention strategies. - Experience with e-commerce platforms and CRM tools is essential. - Skills: - Strong analytical skills for data interpretation. - Familiarity with email marketing platforms and A/B testing software. - Expertise in customer segmentation and targeted marketing. - Knowledge of e-commerce trends and best practices. If you have experience with Clevertap, Netcore, or Shopify, we encourage you to apply. The work location is in person.,