Retention Marketing - Senior Executive - CRM

Job Overview:

We are looking for a Retention Marketing Executive to join our dynamic team at Nykaa. The role involves driving customer engagement, retention, and loyalty through effective marketing strategies. The ideal candidate will have hands-on experience with marketing automation tools such as CleverTap, MoEngage, or WebEngage, and a strong understanding of customer lifecycle management.

Key Responsibilities:

Retention Strategy Development:

• Design and execute customer retention campaigns to improve repeat purchases, customer lifetime value (CLTV), and overall engagement.
• Segment customers based on behavior, preferences, and lifecycle stage to deliver personalized communication.

Campaign Management:

• Develop and implement multi-channel retention campaigns using tools like Clevertap, MoEngage, and WebEngage.
• Optimize campaigns across email, SMS, push notifications, and in-app messaging.
• A/B test campaigns to determine what drives the best engagement and retention.

Data Analysis & Reporting:

• Monitor campaign performance and derive actionable insights using analytics tools.
• Create regular reports on retention metrics, including churn rates, repeat purchases, and engagement levels.

Collaboration:

• Work closely with product, content, and marketing teams to align retention efforts with overall business goals.
• Partner with the design team to create engaging creatives and messaging.

Tool Expertise:

• Use platforms like Clevertap, MoEngage, and WebEngage to set up workflows, track customer journeys, and manage campaigns.
• Stay updated with the latest features of these platforms and implement best practices.

Customer Insights:

• Gather and interpret customer feedback to improve retention strategies.
• Identify patterns and trends in customer behavior to predict churn and take proactive measures.

Knowledge and Skill / Qualification Requirements:

• 13 years of experience in retention marketing or customer lifecycle management.
• Hands-on experience with Clevertap, MoEngage, and WebEngage is mandatory.
• Strong analytical skills and a data-driven mindset.
• Familiarity with segmentation, A/B testing, and campaign optimization.
• Excellent communication skills with a focus on creating customer-centric strategies.