Manager - Retention - Internet/Online

Must Have Skills:

MS-Excel, Data-driven, CleverTap, CRM Tools

What you will do:

- Responsible for key KPIs of customer retention, frequency, Average order value of returning customers, LTV, conversion rates

- Will be responsible to improve retained users / driving repeat

- Drive and monitor A/B and multivariate experiments to optimize key performance metrics

- Responsible for designing engaging customer journeys and loyalty programs to improve customer experience over the longer term

- Managing strategy and communication across all customer touchpoints

- Executing the strategy across touch points in coordination with the acquisition team, customer delight, product, brand, supply chain

- Creating the required communication across channels in terms of content, video, text, audio, images, etc as required in coordination with the agency /in-house team

- Conducting customer research, survey, direct customer calls, and visits to understand customer feedback, profile, reasons for drop off, needs

- Testing, along with evolving our segmentation strategy and scaling our loyalty program to create a best-in-class experience for our customers.

- Work closely with key stakeholders in creative, marketing, technology vendors and more to develop and execute initiatives that drive customer loyalty and engagement.

- Develop robust measurement strategies - both at the campaign level - and at the customer segment level, to measure the short-term and long-term impact of communication/retention strategies

Qualifications:

- 1+ years of work experience in e-commerce, growth functions, and product marketing (start-up experience preferred)

- Strong analytical skills, data orientation, and excellent written and oral communication skills

- Bachelor's degree in Business, Marketing, or Communications

- Good understanding of customer journeys - Retention journeys, website experience, delivery experience, etc

- Experience working with internal and external partners for increasing the lifetime value of customers

- Good understanding of multi-channel campaigns across email, push, in-app, WhatsApp, etc

- Proven track record of growing and analyzing CRM/retention programs and experience in - CRM tools like Clevertap, MoEngage, Adobe, etc.

- Strong foundation in cross-sell/upsell strategies

- Shopify experience is a plus