Customer Retention Manager

Responsibilities:

Develop and execute CRM strategies to improve customer retention, loyalty and revenue growth.

Identify opportunities to improve customer experiences and engage customers across different touch points by understanding their needs and behaviours.

Manage customer data, build customer segments based on data, behaviour and demographics.

Plan and execute Omni-Channel campaign strategy, tactics and delivery of communication plan - Email, SMS, Whatsapp and Notification

Develop customer journeys that guide customers through the sales funnel and post-purchase experiences.

Collaborate with cross-functional teams to ensure consistent messaging and experiences across all touch points.

Measure and analyse CRM performance by tracking key metrics such as customer retention, CLV, and revenue growth, and make data-driven decisions to improve performance.

Use data and analytics to understand user behaviour and transaction patterns.

Formulate and execute the CRM strategy aimed at increasing traffic, retargeting, repeat purchase, reduce churn and cross-sell.

Lead loyalty efforts by understanding and mapping user behaviour, piloting and experimenting with the construct and final rollout.

Drive and monitor A/B tests and data-driven experiments.

Responsible for quality assurance of all CRM campaigns.

Lead the reporting, monitoring, and tracking for different campaigns and publish performance dashboards.

Requirements:

5-7 years of experience in a high-growth retail, internet or e-commerce company role to drive acquisition, retention, or engagement through different channels.

Experience in Fashion and Apparel Industry is a plus

Strong campaign execution on CRM channels: Email, Push notifications, Whatsapp, SMS.

Basic knowledge of web analytics tools such as Google Analytics and Omniture.

Exposure to any BI and data visualization tools is a strong plus.

Strong problem-solving and analytical skills.

Strong understanding of customer data and use segmentation, attribution techniques for intelligent targeting.

Flexible, creative, and a self-starter who will roll up their sleeves and get the job done in a fast-paced environment.

Has worked on Salesforce Marketing Cloud and Salesforce Data Cloud.