Dr Vaidyas - Customer Retention Manager

About RP-Sanjiv Goenka Group:

The RP-Sanjiv Goenka Group is a diversified conglomerate with interests across Energy (Power, Renewables, Chemicals), Consumer (retail, food services), Entertainment (media, music, sports) and technology businesses. The group overall has 15+ companies, 45,000+ employees with gross assets close to INR 40,355 Cr. The group has been growing at more than 20% p.a. for the last 5 years, and wishes to embark on an even more aggressive growth trajectory over the next 5-10 year horizon.

The flagship companies include:

- CESC Limited A Fully Integrated Private Power Utility

- Spencers Retail Indias second largest food based retailer

- Firstsource Solutions Indias Top 3 pure play BPO player

- Saregama India the biggest collection of Indian music

- Phillips Carbon Black - Indias 2nd largest carbon black manufacturer

- Harrisons Malayalam One of the largest plantation businesses in India

Along with Spencers Retail and Saregama, the Group has also ventured into FMCG business recently through Guiltfree Industries Limited. It has also acquired another FMCG Company, Apricot Foods Private Limited.With strong profitability, robust balance sheets and deep cash reserves, the Group is looking to build a strong position in the consumer goods and retail space. As a group, RP-SG is committed to invest $3 Billion + additional capital over the next 4-5 years, primarily into the consumer and technology businesses.

Background FMCG Business

RPSG FMCG Business has made strong initial inroads by creating a new segment of snacks in the Indian market, with its brand Too Yumm" In a short period the brand has established itself across India as a strong choice vis a vis of traditional fried. This was possible by bold investments in product design and go to market. The division also has forayed into traditional snacks and Ayurveda ( Dr Vaidya's). The group is now in earnest to build the FMCG business in India through bold organic growth and acquisitions.

Background - Herbolab India Pvt Ltd.

Dr Vaidya's is a new age Ayurvedic company that strives to bring the traditional, time-tested goodness of Ayurveda to 21st-century customers. Founded by the Vaidya family, whose expertise spans 150 years of Ayurvedic heritage, their formulations and knowledge for Ayurvedic Products have been passed down from generation to generation through dedicated practice. Today, the company owns 100+ FDA approved, proprietary formulations for Ayurvedic medicine. Products sold online (owned channel i.e. drvaidyas.com and third party channels i.e. Amazon, Nykaa, Netmeds, Medlife, Pharmeasy etc.) as well as >500 offline stores (including Noble Plus, Twenty Four Seven etc.).

Learn more on www.drvaidyas.com and www. rpsg.in

Position Summary

The purpose of this job is to help us retain our core customer base. In this role, you will analyse our customer behaviors to find out what issues they are facing, how we may improve our products or services, and how to retain the customers and able to help reduce churn and make business successful

Educational Qualification , Work experience & Key Competencies

Qualification MBA or equivalent from an institute of repute

Work Experience

Minimum of 4-7 years' work experience in Customer Retention Marketing (CRM) activities.

- Ideally from E-Commerce, Healthcare, FMCG Industry be an added advantage.

- Self-organized, passionate with a can-do attitude.

- Data-Driven

- Team-player

- Work with multiple stakeholders to plan, implement & measure all branding efforts & strategies across multiple markets

- Previous experience in handling customer retention automation tool will

- Problem-solver: To be able to identify & anticipate problems proactive &

- Customer Empathy: To be able to think from a perspective of a customer.

JOB DESCRIPTION: Specific Accountabilities / Deliverables Areas of Responsibility

a) Develop and execute strategies to reduce churn and focusing on growth initiatives and retention

b) Design & implement new retention campaigns that help increase customer retention

c) Analyze customer data and create monthly plan for retention metrics e.g. (Repeat Rate, Transactions Per Customer etc.) and ensuring the achievement of the same

d) Prepare periodic MIS for the senior management.

e) Plan and execute Email, SMS & Push Notification campaigns throughout the entire customer life cycle, using marketing automation and in house tools.