1) Customer Segmentation and Analysis:

- Conduct thorough analysis of customer data to identify key segments.

- Develop strategies for personalized communication (via SMS, Email, WhatsApp & Bot) based on customer segments.

- Utilize data insights to enhance the overall customer experience and satisfaction.

2) Retention Campaign Planning and Execution:

- Design and implement retention campaigns across various channels

- Planning and creating automated user journeys for effective communication

- Create compelling content and messaging to resonate with different customer segments.

- Collaborate with cross-functional teams to ensure seamless execution of campaigns.

3) Feedback and Surveys:

- Implement customer feedback loops to gather insights and understand pain points.

- Utilize surveys and other feedback mechanisms to improve customer satisfaction and address issues proactively.

4) Analytics and Reporting:

- Regularly analyze campaign performance and customer metrics to measure success.

- Provide detailed reports and insights to senior management.

5) Cross-functional Collaboration:

- Work closely with product, sales, and customer support teams to align retention strategies with overall business goals.

- Collaborate with marketing teams to ensure consistency in messaging and branding.

Requirements and skills

- Familiarity with A/B testing methodologies.

- Knowledge of e-commerce, subscription-based models, or relevant industries.

- Proficiency in using analytics tools such as Clever Tap, Web Engage, Mo Engage (or similar CRM's) Tableau, Google Analytics, Excel

Qualifications

- Bachelor's degree in Marketing, Business, or a related field; Master's degree is a plus.

- Minimum 2 years of experience in CRM or a similar role

- Proven experience in retention marketing or a similar role.

- Strong analytical skills with the ability to interpret data and draw actionable insights.

- Experience with customer segmentation and targeting strategies.

- Excellent communication and interpersonal skills.

- Proficiency in marketing automation tools and customer relationship management (CRM) systems.

- Creative mindset with the ability to think strategically and execute tactically.