Customer Retention Marketing Lead

Description:

Role Overview:

As the CRM Lead, you will own the end-to-end customer lifecycle communication strategy across multiple channels including push notifications, in-app messages, email, SMS, and WhatsApp. Your role will focus on creating personalized journeys, optimizing engagement, and driving repeat orders through relevant and timely communications.

Youll collaborate with Product, Data, and Creative teams to deliver measurable results and ensure our customers feel valued every time they shop with us.

Key Responsibilities:

Strategy & Planning

- Design and execute a comprehensive CRM strategy to increase retention, repeat purchase rate, and customer lifetime value (CLV).

- Develop and manage the CRM calendar aligned with marketing campaigns, product launches, and business priorities.

- Segment customers based on behavior, purchase patterns, demographics, and lifecycle stage.

Campaign Management

- Plan, create, and execute multi-channel CRM campaigns using platforms like CleverTap, MoEngage, or WebEngage.

- Build automated customer journeys for onboarding, activation, win-back, churn prevention, and upselling.

- Test and optimize subject lines, creatives, timing, and channel mix for better engagement.

Data & Analytics

- Work with the analytics team to monitor campaign performance against KPIs like open rate, CTR, conversion rate, and retention.

- Conduct A/B tests and share actionable insights for continuous improvement.

- Leverage customer insights to refine targeting and messaging strategies.

Cross-functional Collaboration

- Partner with Product and Tech teams to integrate CRM campaigns into the user experience.

- Coordinate with Creative and Content teams for high-quality, on-brand communication assets.

- Work closely with Growth and Performance Marketing teams to ensure alignment between acquisition and retention strategies.

Requirements:

Experience & Skills

- 5+ years of CRM / retention marketing experience, preferably in B2C e-commerce, grocery, or quick commerce.

- Hands-on experience with leading CRM platforms (MoEngage, CleverTap, Braze, WebEngage) and familiarity with API integrations.

- Strong analytical skills and proficiency with data tools like Tableau, Excel.

- Experience in segmentation, personalization, and automation.

- Creative mindset with the ability to craft compelling messages and user journeys.

- Strong project management skills and attention to detail.