Customer Retention Manager

Position : GM / Senior Manager- Customer Retention.

Responsibilities:

• Develop and execute CRM strategies to improve customer retention, loyalty and revenue growth.

• Identify opportunities to improve customer experiences and engage customers across different touch points by understanding their needs and behaviours.

• Manage customer data, build customer segments based on data, behaviour and demographics.

• Plan and execute Omni-Channel campaign strategy, tactics and delivery of communication plan - Email, SMS, Whatsapp and Notification

• Develop customer journeys that guide customers through the sales funnel and post-purchase experiences.

• Collaborate with cross-functional teams to ensure consistent messaging and experiences across all touch points.

• Measure and analyse CRM performance by tracking key metrics such as customer retention, CLV, and revenue growth, and make data-driven decisions to improve performance.

• Use data and analytics to understand user behaviour and transaction patterns.

• Formulate and execute the CRM strategy aimed at increasing traffic, retargeting, repeat purchase, reduce churn and cross-sell.

• Lead loyalty efforts by understanding and mapping user behaviour, piloting and experimenting with the construct and final rollout.

• Drive and monitor A/B tests and data-driven experiments.

• Responsible for quality assurance of all CRM campaigns.

• Lead the reporting, monitoring, and tracking for different campaigns and publish performance dashboards.

Requirements:

Profile:

• 10–12 yrs exp. in CRM, Martech or growth roles in retail/e-commerce.
• Strong Salesforce ecosystem understanding (Salesforce Marketing Cloud and Salesforce Data Cloud).
• Data-driven and strong stakeholder management.
• Experience in Fashion and Apparel Industry is a plus
• Strong campaign execution on CRM channels: Email, Push notifications, WhatsApp, SMS.
• Basic knowledge of web analytics tools such as Google Analytics and Omniture.
• Exposure to any BI and data visualization tools is a strong plus.
• Strong problem-solving and analytical skills.
• Strong understanding of customer data and use segmentation, attribution techniques for intelligent targeting.
• Flexible, creative, and a self-starter who will roll up their sleeves and get the job done in a fast-paced environment.