Retention Marketing Role - eCommerce

Responsible for driving customer retention initiatives including end to end CRM marketing & customer life cycle management (CLCM), loyalty program creation & management with the objective of achieving the monthly revenue growth targets for website. Improving retention rate/higher repeat sales and growing engagement with the consumers. Hands on experience with platforms/tools such as CleverTap is required. This would encompass all retention related marketing activities, budget planning, optimization of performance & cost management etc.

- Develop & execute detailed monthly plans across mediums (emails, WhatsApp, SMS, etc.) for achieving the sales targets with optimal CAC & ensuring profit targets are met

- Own retention & loyalty KPIs for our customer base

- Build & manage end to end customer life cycle journeys with planned interventions at each stage of the journey to meet revenue & retention targets and create an optimal customer experience

- Design & deploy marketing automation & hyperpersonalization technologies with agency/tools and build predictive models for upsell, cross-sell, churn prevention etc.

- Segment and target customers effectively (micro segmentation, segment of one etc.)

- Plan & deploy CRM campaigns for each segment to meet business goals

- Design & implement a best-in-class loyalty program

- Create & execute effective promotions strategies to increase repeat purchase, retention rate and uplift brand metrics Analytics & Reporting

- Leverage web analytics & CRM data to derive actionable insights

- Detailed analysis of sales trends, funnel, conversions & all key metrics and sharing relevant insights & recommendations

- Monitor performance & optimize/course correct

- Competition monitoring, benchmarking, and gathering market intelligence

- Budget & ROI management - Plan & deploy the monthly budgets efficiently and track the spends effectively

- Optimize continuously to ensure high ROI and minimize CAC

- Liaising & relationship management

- Manage relationship with vendors & tech partners in building & scaling CRM systems, analytical models, campaign management etc.

DESIRED CANDIDATE PROFILE:

- 5+ years of experience of which majority should be in a B2C ecommerce set up leading the retention marketing function

- Masters/MBA