Onsitego - Senior Manager - Customer Engagement & Retention (5-12 yrs)
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
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