About the Role :

- The Ideal candidate for Retention Marketing will be responsible for Execution, and continuous refinement of multi-channel Consumer Relations and the development of programs, roadmaps, and Consumer Relation strategies while focusing on the loyalty and retention marketing strategies. Well versed with consumer behavior, lifestyle, transactional, and demographic data in order to deliver relevant marketing programs through multiple communication channels with a vision of growing consumer loyalty and increasing their lifetime value to the business.

Job Responsibilities :

Management and Strategy :

- Managing the business's day-to-day consumer relations protocols, their refinement, CRM segmentation, onsite personalization, and product recommendation programs and platforms.

- Testing of all WhatsApp, SMS, emails, among other multi-channel communications.

- Overseeing the creation of models against lifetime value, retention, churn, loyalty, and advocacy programs.

- Structuring CRM activities with a view of maximizing KPI improvement, ROI, and business impact as well as weekly/monthly/annual departmental calendars that enable the continuous and consistent testing, learning, and optimization in order to maximize consumers- lifetime value.

- Overseeing and coordinating the implementation of new CRM campaign management tools inclusive of email service provider integration, frontend integration, and CRM integration with the internal IT department, third-party ecommerce providers, and email service providers.

Analytical/Technical Skills :

- Analytics and behavioral reporting, development of consumer segmentation models along with internal and external analysts and based on common characteristics inclusive of purchase history, consumer type, consumer behavior, and demographics.

- Providing strategic guidance to CRM strategies that will be inclined to drive maximum ROI. He also performs consumer Journey Mapping and analyses business touch-points in order to increase the business's commercial opportunities.

Collaboration :

- Working closely with various departments in the business, inclusive of the senior management and key stakeholders in an effort to develop and launch suitable digital marketing initiatives. Working closely with the IT department in an effort to better understand all CRM feeds and data flowing in and out of CRM program management tools to ensure that all data is flowing properly and alert the CRM department of any issue in the CRM campaigns.

- Working with third-party vendors in order to improve consumer communications and remarketing campaigns

- To work with senior CRM management and key stakeholders in developing the consumer loyalty vision for the business and instilling that vision across the organizational departments and contact points, for example, social, web, mobile, email.

- Collaborating with the senior management in building conversion metrics and ensuring consistency in all consumer contact initiatives and programs.

Consumer Relations :

- Taking initiatives in directly reaching out to consumers in an effort to gather feedback and ensure that the business's consumer relations programs are effective and that they are of high quality and standards and also that they facilitate the execution of successful marketing campaigns enabling consumer loyalty.

Opportunity :

- Guiding the CRM campaigns and introducing new capabilities for the purpose of meeting emerging business needs and market trends.

- Sharing new and emerging CRM best practices across the business in order to give the business a competitive edge over competition in consumer acquisition.

What we require (Desired Skills and abilities) :

- Strong capacity for logical thinking, quantitative ability - ability to deal with numbers is very important.

- Strong Excel skills preferred.

- Hunger for staying up-to-date with the latest trends and tools in the digital marketing space. We believe in doing cutting edge work and believe in hiring talent who believes likewise.

- Excellent communication skills.

Experience : 7+ years in Customer retention and marketing/Email Marketing from eCommerce companies preferred

Educational Certifications : Bachelor's Degree preferably BE/ MBA from tier 1/2 colleges

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