Manager - CRM & Retention

As the Manager of CRM & Retention at hoichoi, you will play a crucial role in leading the global lifecycle marketing and retention efforts to ensure that subscribers remain engaged and loyal over the long term. This position requires strategic thinking and hands-on execution, where you will be responsible for owning the CRM roadmap, overseeing platform implementation, building actionable analytics, and driving measurable impact across customer touchpoints. Your key responsibilities will include: 1. **Strategy & Leadership:** - Develop and execute the end-to-end CRM & Retention strategy across all geographies and customer segments. - Define clear KPIs such as engagement rate, repeat watch rate, churn reduction, and ARPU growth, and work towards achieving them. - Lead, mentor, and manage a team of CRM specialists, analysts, and agency partners. 2. **Campaign Planning & Execution:** - Design, execute, and optimize high-impact, multi-channel CRM campaigns (Push, Email, SMS, In-App, Web) to enhance engagement and retention. - Utilize advanced segmentation and personalization techniques to deliver relevant and timely communication. - Implement A/B and multivariate testing frameworks for continuous campaign improvement. 3. **CRM Implementation & Product Integration:** - Collaborate with Product and Technology teams to implement and enhance CRM platforms, ensuring seamless integration with app/web properties. - Establish and manage event tracking frameworks to capture user behaviors in coordination with developers and product managers. - Work with Product teams to prioritize and implement CRM-related features, automation workflows, and personalization capabilities. 4. **Data Analytics & Dashboarding:** - Develop and maintain CRM dashboards to monitor campaign performance, customer lifecycle health, and retention metrics. - Use analytics tools to identify churn patterns, high-value user behaviors, and upsell opportunities. - Partner with Data & Analytics teams to create predictive models for churn prevention, upselling, and win-back strategies. 5. **Cross-Functional Collaboration:** - Align lifecycle messaging with platform content drops, seasonal campaigns, and marketing events in collaboration with Content and Brand teams. - Ensure high deliverability, platform stability, and automation at scale by working closely with the Technology team. 6. **Reporting & Optimization:** - Present actionable performance insights to senior leadership and provide recommendations for growth. - Continuously refine retention strategies based on campaign learnings and user feedback. **Requirements:** - 3-4 years of experience in Retention, CRM, CLM, or Lifecycle Marketing, with at least 1 year in a managerial role. - Proven expertise in implementing and managing CRM platforms with event tracking, automation, and personalization. - Strong analytical skills with advanced Excel and dashboard creation experience; knowledge of SQL is preferred. - Hands-on experience with CRM platforms such as CleverTap, MoEngage, Braze, or WebEngage (CleverTap preferred). - Excellent communication, stakeholder management, and cross-functional leadership skills. - Demonstrated track record of delivering measurable business impact through retention strategies. - Understanding of the OTT or subscription-based business model; familiarity with Bengali entertainment is a plus.,