Customer Retention Manager - Internet/eCommerce

- Plan and execute Web/In App Push, email, SMS, WhatsApp notification campaigns.

- Formulating and executing the CRM strategy aimed at increasing traffic, retargeting, repeat purchase, reduce churn and cross-sell by working closely with the Marketing, Product, Tech and Ops teams on Cleve tap & send grid platform.

- Conceptualize CRM marketing campaigns/journeys, craft messaging & build relevant workflows by segmenting the user base to identify opportunity areas in the user's lifecycle.

- Responsible for developing consumer segmentation campaign/journeys plans to drive customer retention, engagement and to achieve KPI's.

- Responsible for quality assurance of all CRM campaigns.

- Lead the reporting, monitoring, tracking for the different campaigns & also publish appropriate performance dashboards.

- Planned and executed day-to-day Email & App Notification campaigns Carried out various engagement campaigns for potential and existing customers through App and Email channel

- Created, implemented and managed several Automation campaigns with dynamic content and design for live audience as well as for past audience

- Maintaining daily & monthly reports/snapshots for every campaign to evaluate the performance in order to take necessary actions to deliver continuous improvements

- Driving CRM initiatives and overseeing execution of campaigns

- Identifying and executing the customer engagement strategy along with customer-facing programs to achieve engagement, conversion & retention.

- Increasing customers engagement on App & Web through different marketing channels i.e. Mobile Push, Mobile-In- App, SMS, Email, and Web-Push & Pop-up.