Yulu - Growth Specialist - CRM

CRM Specialist

Role Summary:

Yulu is redefining India's last mile urban mobility & is the largest shared EV mobility (uMaaS) player. Our business is a unique blend of online journeys & offline rides, with a mix of customer touchpoints. It offers great latitude for strategic thinking as well as a lot of space for hands-on experimentation. We mull over questions ranging from the best way to create awareness about our solution among a wide base, to bringing to life various use-cases where Yulu can make their life easy to the whole new ride experience that Yulu is. And this is along with the ambition of reaching a 10X scale in 2023 on our 2022 base. The CRM Specialist will be a critical contributor to this outcome by helping activate customer relationships to derive maximum value over LTV.

Key Responsibilities:

- Own and execute the CRM strategy over full customer funnel from engagement, conversion, and retention to reactivation

- Build a complete framework on customer segmentation, journey flows, messaging and offers for campaign execution to efficiently maximise stickiness, frequency, and customer Lifetime Value (LTV)

- Optimize & improve channel efficiency of all CRM channels like E-mail, SMS, Push Notifications, WhatsApp, retargeting etc. by understanding the best segment-channel fit through experiments, testing and continuous improvement.

- Create & maintain a campaign management & reporting framework covering all key metrics & business KPIs.

- Own content needed for your campaign - from copy to voice to videos (with support from agency & design team)

- Bring data to decisions by analyzing the overall CRM & campaign performance & taking corrective actions to improve CTR & conversion rate

- Work with the Product, Engineering & Data teams to ensure proper integration of new Moengage features for seamless & reliable execution. Also connect data from Moengage and internal database to get a full view of customer journey and results.

- Understanding customer's in-app & real-world usage journey and leverage those insights to create CEP Strategy

Key Requirements:

- Self-driven & curious individual with 2+ years of relevant experience in customer engagement, retention, & growth primarily using Customer Engagement Platforms (CEP)

- In-depth, hands-on knowledge of CRM tools like Moengage (Or any other CEP like Webengage, Clevertap etc)

- Working knowledge of web analytics tools like Google Analytics and experience in query building and data handling on MySQL is a plus.

- Working with multiple stakeholders in a fast-paced environment and build positive team relationships that get work done

We assure you:

- A friendly culture where you are encouraged to share ideas and opinions.

- A journey that will challenge and reward you in multiple ways.