Flipkart - Senior Manager - Customer Retention

Senior Manager - Customer Retention

Senior Manager SM1/SM2 - Customer Retention

About The Role:

The candidate will be responsible for customer retention charter, with focus on building the right strategy, constructs and tools to drive customer repeats and LTV. This role will require an extremely structured and analytical approach to looking at data, bringing out insights around the customer , campaign planning, and structured thought to build a long term user retention framework. Key stakeholders would include Product teams, Analytics org, Business Finance partners and Category managers.

What Will You Do:

- Be the voice of the customer and give feedback to business and vendor teams to bring in benefits as per the needs of the customer.

- Work with product teams to drive product led on platform growth

- Understand key data frameworks and build hypothesis and insights around the customer

- Optimize dollar spends on retention - CAC/RPC/ROI

- Build highly efficient customer conversion & retention strategies for the businesses

- Own and optimize key customer channels such as PNs, Whatsapp, Inapp, etc to drive business growth

- Work closely with tech, design and business teams to promote channel health, innovation and business results

What Will You Need:

- Experience in customer facing roles of customer retention programs in B2C tech companies or MBA from top tier B-school with a total experience of 3-6 years.

- 1 to 3 years experience at MBB (McKinsey/ BCG/ Bain) or Strategy Consulting roles experience will be an added advantage

- Growth/ strategy & operations experience at consumer tech companies will be an added advantage

- Proven track record of delivering tangible results within your respective functions

- Extremely high sense of ownership & problem solving skills

- Analytical bent of mind, comfortable with crunching numbers and turning them into actionable insights that help make focused decisions

- Prior experience in Ecommerce/Retail business preferred

- Strong stakeholder & project management skills required

- High bias for action and Customer-first approach