Director - Customer Engagement/CRM - D2C Startup

You will be the leader owning Customer Engagement, Retention, Loyalty, Rewards programs and will report into the Chief Growth Officer / Leader.

Roles and Responsibilities:

- Formulate and execute the CRM strategy to drive traffic, retargeting, repeat purchase and cross sell by working closely with the Category, Product, Tech and UX teams.

- Come up with strong data backed insights to drive segmentation strategy for CRM campaigns.

Cross-channel : Lead the execution of customer engagement initiatives across all channels (email, push notifications, direct mail, and in-app).

Personalization : Develop and execute advanced segmentation strategies that deliver personalized marketing programs and exceptional user experiences.

Analytics : Leverage data and deep customer insights to identify and execute innovative programs that continually push CRM initiatives to the next level.

Experimentation: Build and maintain a test and learn roadmap and continually iterate to increase channel effectiveness.

Communication : Lead the design and development of CRM reporting dashboards; establish templates and processes for regularly sharing CRM progress and results with key stakeholders.

Automation: Identify and implement opportunities for automation and innovation that increase the efficiency of marketing channels and enable scale while minimizing cost and overheads.

Best practices/ Benchmarking: Manage agency and vendor relationships and continually seek to grow and evolve our capabilities by leveraging new third-party systems and partnerships.

- Lead the successful launch of CRM initiatives for new products and markets.

Qualification and Experience:

- You have 6+ years of Marketing experience in a digital environment with a deep understanding of customer lifecycle, purchase habits, loyalty, personalization, and analytics

Tools / Metrics (Desirable):

- Have experience with tools such as CleverTap, MoEngage to set up automated campaigns.

- Have experience with Excel or G-sheets for quick data analysis.

- You have experience managing digital channels : email, push notifications, SMS, in-app.

- You are data-driven and can identify, size and prioritize opportunities to drive higher engagement and increase lifetime value across customer segments.

- You possess a strong understanding of consumer decision journey, have consumer empathy and are passionate about building great customer experience.

- Desired Profile MBA from a reputed Tier1/2 B School, consistent performance across academic and professional career.

- Prior experience with an e commerce player especially in category revenue management.

- Excellent team player with good written and verbal communication skills.

- Ability to manage influence multiple stakeholders, good cross functional skill.