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20/05 HR
HR Manager at The Khel Group

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The Khel Group - Manager - Marketing/Customer Retention (5-10 yrs)

Mumbai Job Code: 119572

Customer Retention Manager

Job Description :

- The candidate will be expected to drive Customer Retention across all Channels and Products at Sachar Gaming Pvt. Ltd.

- S/he will be responsible for developing strategic programmes and analysis and insight from all customer related processes including CRM and Loyalty.

- The role requires her/him to have strong strategic, creative and organisational skills and a passion for deriving insight from data.

- A keen interest in the skill-based Games industry is also expected.

Responsibilities :

- Strategic planning of all Customer Retention Programmes

- Identify opportunities to increase repeat purchase rates and drive incremental revenue from existing customers

- Manage customer segmentation and set KPIs accordingly

- Develop communications strategy in coordination with overall customer behaviour

- Manage the customer communication programmes across multiple mediums : Email, SMS, Whatsapp, Push Notifications, Social Channels and track and measure performance and impact

- Responsible for Campaign Calendar and Campaign Management tools

- Ownership of all CRM, Database and Campaign analysis and reporting

- Forecast, manage and monitor Retention Budget and meet Retention milestones and targets

Skills & Education Required :

- Proven experience in managing and coordinating multi-channel retention campaigns

- Excellent database / CRM knowledge and expertise in analysing data

- Ability to manage and coordinate annual retention budget

- High levels of accuracy and attention to detail

- Inquisitive and motivated to understand customers

- Strong written, verbal communication and presentation skills

- At least 5-6 years of experience in customer engagement and retention

- Degree educated (specialisation in Business Statistics or Maths or Engineering preferable)

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