Senior Consultant at Gi Group
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Customer Retention Manager - FMCG (5-8 yrs)
Customer Retention Manager - FMCG
Educational Qualification :
Essential : MBA (Tier I/ II business schools)
Desirable : Certification on - Marketo, SFDC, Tableau, Google Analytics, Optimizely or similar tools
Experience :
- Essential: 5-7 years of CLM/CRM experience in an Ecommerce organization or a mix of E-comm and agency
Duties and Responsibilities :
- Develop the CRM strategy for retention & reactivation.
- Drive all marketing automation activities to develop and execute end to end-user journeys from onboarding to reactivation
- Conceptualize and set up automated journey-based campaigns to plug funnel drop-offs.-
- Drive growth and data-driven improvement across the engagement and retention funnel to increase revenue through journey building, customer engagement and repeat transactions.-
- Analyze results, highlight learning, synthesize recommendations, and drive growth strategy.-
- Think of creative concepts to convert and engage active users, activate dormant users and support in preparing and executing monthly marketing calendar for various retention campaigns.-
- Work closely with performance marketing team, local teams, tech team and agency to drive customer engagement and retention campaigns
Skills Required :
- Familiarity with online marketing metrics and key performance metrics. Deep understanding of the digital marketing landscape and a passion for building innovative & ROI-positive marketing programs at scale.
- Sound knowledge in MS Excel, Google Analytics, CleverTap and other digital tools.Roles and responsibilities of this role would include the below:- Drive the end-to-end user lifecycle journey through various Engagement and Retention strategies
- Strong analytical skills to identify opportunities for business impact
- Step change thinking to stay ahead of competition on CLM
- Expertise in retention marketing channels (Email, SMS, In-app, Push Notifications, WhatsApp, Telegram)
Stake holders :
- Internal: Marketing and leadership team, Operations, IT, Restaurant teams
- External: Agency Creative and Digital agency
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