Onsitego - Senior Manager - Customer Engagement & Retention

Responsibilities : 

- Define segmentation of customer base & map the entire customer journey and identify opportunities to proactively engage with them

- Create high impact omni-channel engagement lifecycle campaigns based on customer insights

- Set up workflows such as welcome/onboarding sequence, cart abandonment, lead nurturing, re-engagement, upsell or cross-sell, feedback, etc. boost customer engagement and the overall CX.

- Improve customer retention and drive initiatives to increase life time value of the customer base

- Drive revenue by upselling and cross-selling on existing customer base

- Manage marketing automation efforts and processes

- Define KPIs, create reporting, analyze campaign performance. Create recommendations to improve campaigns continuously.

- Ensure a rapid pace of split (A/B) testing and experiments to optimise key performance metrics (conversion rate, sales growth, campaign ROI); analyse findings, and deploy winners

Requirements :

- A minimum of 5 years of relevant experience.

- Prior experience in driving CRM initiatives with new-age B2C companies

- Proven experience driving customer engagement strategies and projects from inception to program development and optimization

- Prior experience of using marketing automation tools like webenage, clevertap

- Excellent interpersonal and communication skills, with the ability to identify and provide comprehensive solutions for varying needs

- Strong Business Acumen

- An understanding of consumer psychology and behavior.

- Ability to drive qualitative and quantitative research and analysis, synthesize actionable insights, and present clear recommendations

- Project Management and Collaboration Skills

- Expert knowledge of database management concepts and best practices.

- An extremely proactive, self-starter mentality with excellent organizational skills

- Excellent attention to detail