Job Description

We are seeking a strategic, data-driven Retention Marketing Expert to join our marketing team. In this role, you will be responsible for developing and executing retention strategies aimed at increasing customer loyalty, reducing churn, and improving lifetime value (LTV). You will leverage data analytics and customer insights to create personalized retention campaigns, build strong relationships with customers, and ensure seamless experiences across multiple touchpoints. This role requires someone with a strong background in CRM, email marketing, customer segmentation, and lifecycle marketing, with hands-on experience using Various CRM and Marketing Automation tools. Key Responsibilities: o Strategy Development: Develop and implement CRM strategies, including segmentation, personalization, and automation, to enhance customer engagement, retention, and lifetime value. Customer Journey Mapping: Analyze the customer journey and identify touchpoints where CRM efforts can enhance the overall experience. o Email Marketing: Lead the email marketing efforts, including planning, designing, executing, and analyzing email campaigns to optimize open rates, click-through rates, and conversions. o Push Notifications and SMS: Develop and execute push notification and SMS campaigns, ensuring relevant and timely messages that drive user engagement and conversions. o A/B Testing: Implement A/B testing and conduct post-campaign analysis to refine CRM strategies, continually improving performance. - Customer Service Management - Develop and implement customer service strategies - Ensure timely resolution of customer issues - Analyze customer feedback and metrics • • Plan and execute multichannel retention campaigns including email, SMS, Whatsapp, push notifications, and in-app messages to drive repeat purchases and subscription renewals. • • - Data-Driven Insights: • Utilize data analytics to identify key drivers of churn, segment customers, and measure the effectiveness of retention efforts. Provide actionable insights to optimize campaigns. • • - Customer Segmentation & Personalization: • Leverage customer data and behavior to create segmented, personalized marketing campaigns that speak directly to specific customer needs and preferences • • - Cross-Functional Collaboration: • Work closely with product, marketing, creative, customer support, and other teams to align retention strategies with overall business goals, ensuring a seamless customer experience. • • - Churn Prevention & Win-Back Campaigns: • Develop targeted campaigns to prevent churn and re-engage lapsed customers through personalized communication, special offers, and loyalty programs. • • - A/B Testing & Optimization: • Design and implement A/B tests to continually optimize retention strategies, focusing on open rates, conversion rates, and customer satisfaction metrics. • • - Reporting & KPIs: • Monitor key retention KPIs such as churn rate, customer retention rate, LTV, and customer satisfaction (NPS). Regularly present performance metrics and insights to senior leadership. • • - Technology & Tools: • Utilize CleverTap and other marketing automation platforms, CRM systems, and analytics tools (e.g. CleverTap Journeys, Google Analytics) to design, implement, and measure retention campaigns. • o CRM Tools/Vendor Collaboration: Work closely with CRM vendors, to maximize the efficiency and effectiveness of CRM efforts and drive new initiatives. Should have strong knowledge in using e-CRM platforms. o Cost and Revenue Attribution : Monitor and analyze cost and revenue generated from CRM campaigns, ensuring a clear understanding of the ROI for each initiative. o Enhance And Monitor The Brands Visibility Work with creative/in-house agency to create, develop and manage content for brand’s online presence. Performing ad-hoc SEO audits and analysis to validate the content plan and approach. Identify and curate existing relevant content in line with the brand sense of purpose. Create compelling and engaging brand content on social and e-retailer platforms which will attract viewers as well as amplification and interaction through social sharing. Qualifications: • Minimum of 4-6 years of experience in digital marketing, CRM, email marketing, customer service or related roles. • Proven track record of successfully developing and executing digital and CRM strategies that resulted in increased customer engagement and revenue. • Strong analytical and data-driven mindset. • Exceptional communication and project management skills. • Team player with the ability to collaborate cross-functiona