Manager - Customer Insights & Retention

Description:

Research & Business Intelligence:

- Design and execute end-to-end research studies (Qual/Quant) to influence business strategy.

- Translate feedback into actionable business recommendations for product and marketing.

Lifecycle Marketing & Automation:

- Own the execution of WhatsApp, SMS, and Email channels using WebEngage and keep adding capabilities to reach out to customers better.

- Build, test, and optimize automated user journeys and personalized triggers.

End-to-End Project Ownership:

- Drive projects from ideation to final reporting with a strong "sense of ownership."

- Collaborate cross-functionally to ensure a unified customer experience.

Adaptive Strategy & Special Projects:

- Role Fluidity: Proactively identify gaps in our current processes and step in to solve them, even if they fall outside the traditional CRM scope.

- Agility: Comfortably take on "special projects" and additional responsibilities as business priorities shift.