Lenskart - Assistant Manager - Customer Retention

We are seeking a skilled and creative CRM Marketing professional to drive Lenskarts customer engagement strategy for the India market. This role combines CRM strategy, content creation, and performance analysis to enhance customer experience, loyalty, and lifetime value.

CRM Strategy & Execution

- Develop and implement multi-channel CRM strategies (email, SMS, WhatsApp, mobile push, web push, RCS) targeting customer lifecycle stages.

- Lead engaging and on-brand campaigns to drive retention, especially for one-time buyers.

- Use A/B testing and performance analysis to refine strategies continuously.

Content & Creative Direction

- Write compelling content for CRM channels, ensuring its engaging and aligned with Lenskarts brand voice.

- Review and guide creative assets (copy and visuals) to maintain quality and brand consistency.

Segmentation & Data-Driven Personalization

- Conduct customer segmentation analysis and develop targeted campaigns to maximize engagement and conversions.

- Use customer insights to deliver personalized content

- Track and optimize CRM KPIs to inform data-driven strategies.

Collaboration & Innovation

- Work with Product, Creative, and Analytics teams to execute CRM initiatives

- Stay updated on CRM marketing trends, particularly for the India market, and analyze competitor campaigns & implement best practices

Qualifications

- Experience: 4-7 years in CRM marketing, customer retention, or lifecycle marketing, preferably in the retail, e-commerce industry.

- Education: Bachelors degree in Marketing, Business, Data Analytics, or related field

- Proficiency in CRM and marketing automation platforms (e.g., Salesforce, Clevertap, MoEngage).

- Proficiency in CleverTap is a plus.

- Strong analytical skills and familiarity with data visualization tools (e.g., Excel, Tableau, Power BI) with the ability to convey complex data insights.

- Basic understanding of HTML for email marketing and CRM tools for campaign setup.

- Excellent communication skills, proactive, detail-oriented, and highly organized with a customercentric mindset.

- Ability to work in a fast-paced, collaborative environment and handle multiple projects simultaneously.