Manager - Customer Retention

Description:

Role Overview:

The Growth Associate will support the Growth Head in managing digital engagement, agent retention, and product penetration. This role involves execution-focused tasks: execution CRM campaigns (WhatsApp, SMS, RCS, PNs, MarTech Digital Journeys, Internal CRMs), segmenting user cohorts, tracking campaign effectiveness, creating dashboards, and coordinating across products, CRM, creative, and analytics teams.

Key Responsibilities:

- Assist in building and maintaining the digital growth calendar for AEPS, DMT, BBPS, CMS, and other verticals.

- Support agent engagement and retention activities, including messaging, loyalty programs, and satisfaction surveys.

- Execute and monitor structured lifecycle programs across SMS, WhatsApp, and in-app platforms in coordination with product and CRM teams.

- Prepare and update growth dashboards, campaign reports, and partner feedback summaries for internal review.

- Collect, collate, and analyze data related to agent performance, product adoption, and campaign effectiveness using spreadsheets and analytics tools.

- Aid in segmenting and targeting agent cohorts for personalized communication and incentive programs.

- Help monitor the NPS/SAT process via monthly trackers and assist with continuous improvement initiatives.