SplashLearn - Assistant/Manager - CRM

About SplashLearn :

At SplashLearn, our vision is to build the most engaging learning experiences that transform children into lifelong learners. We are the world's first scientifically-designed, game-based curriculum spanning Kindergarten to Grade 5.

Loved by a whopping 33 million learners across 150+ countries and trusted by over 440k teachers and 180k schools, SplashLearn is the fastest growing elementary math program in the US. If those numbers seem too abstract, consider this: Every 1 in 3 schools and 1 in 7 elementary school children in the US love SplashLearn! Backed by Accel Partners and many other prominent investors, SplashLearn has bagged many prestigious edtech awards such as the Stevie Award for the best edtech product, Tabby Award for best business, Parents Choice Award and Best App Ever Award.

Roles and Responsibilities :

As a customer relationship manager, you would be the owner of the relationship with the customer across all channels like Email, push & desktop notification, and more. You would be expected to innovate on setting up key processes, design campaigns with the objective of engaging customers positively and convert them into brand evangelists. Some key areas of responsibility include :

Campaign Strategy, Planning :

- Track competitor and industry landscape to inform the strategic roadmap.

- Create segmentation of the audience based on their profile and behavior by leveraging standardized models & set goals for each segment.

- Conceptualize and plan creative campaigns across channels (email, push, desktop) based on the objective and audience segmentation.

- Develop transactional, promotional, and informational content strategies that maximize customer retention and acquisition.

- Identify new CRM channels and their integration with existing touchpoints in the customer lifecycle.

- Create monthly and quarterly targets and plans.

- Campaign Analytics & Execution

- Plan and maintain a monthly campaign calendar across channels.

- Identify and execute new A/B tests and tactics based on segmentation, personalization, and customer insights to help improve performance.

- Optimize and improve multichannel campaign performance by evaluating key trends, reporting metrics, and comparing metrics to benchmark results against revenue-driving goals.

- Work collaboratively with the copywriters, designers, and our tech team to develop content and landing pages. Establish and report on KPIs for all campaigns.

Process and Automation:

- Strategize and implement key CRM processes

- Identify and maintain key software to manage customer lists and reach outs. Analyze data and provide insights to optimize campaign performance

Requirements :

- 3+ years of relevant experience with CRM, preferably a SaaS product.

- Deep understanding of CRM tools like Mixpanel/MoEngage/CleverTap or similar.

- Knowledge of HTML/CSS. Knowledge of email design with a creative eye is a big plus.

- Understanding of CRM and marketing automation techniques including A/B testing setup, list uploads, journey mapping setup, etc

- Technical understanding of deliverability challenges for email and push notifications.

- Comfortable with handling large data sets in excel

- Strong analytics skills to understand and optimize the performance of the campaign

Culture at SplashLearn :

At SplashLearn, we dig individuality. We love people who have something to say, and we listen. With us, you will get a chance to weave a little bit of you in our suite of learning products that are being used by millions of users. We have a workplace that is perennially high on energy. You can find people deeply engrossed in conversations that range from the latest movie to the newest tech on the block, and you will also see people who don- t want to have anything to do with that and are quietly typing away on their machines.