Assistant Manager - CRM & Retention (3-8 yrs)

Role Description:

We are seeking a dynamic Assistant Manager for CRM & Retention to join our Retention Marketing team. This role is pivotal in driving innovation and executing data-driven CRM strategies across our portfolio of apps-Tata Cliq, Tata Cliq Luxury, and Tata Cliq Beauty. The ideal candidate will combine strong marketing acumen with technical expertise to deploy innovative retention strategies and optimize communication channels such as push notifications, SMS, WhatsApp, in-app notifications, and email.

In this role, you will be responsible for driving new customer engagement tactics, improving existing campaigns, and collaborating with cross-functional teams to enhance our CRM platform's capabilities to meet ambitious revenue and retention targets.

Key Responsibilities:

- Innovative Marketing Strategies: Lead and implement cutting-edge CRM strategies that enhance customer engagement across multiple digital channels (Push Notifications, SMS, WhatsApp, In-App notifications, Email).

- Channel Optimization & Innovation: Explore new technologies, integrate advanced features (e.g., colored background push notifications, rich SMS, dynamic recommendations), and optimize cross-sell/upsell journeys to improve engagement and conversion rates.

- Collaboration with Tech Teams: Work closely with the tech and product teams to create new campaign triggers, manage data requirements, and implement system upgrades.

- CRM Platform Ownership: Manage the CRM platform's performance, ensuring data integrity, tool capability, and overall sustainability. Continuously look for improvements in workflows, journeys, and tools.

- Campaign Development & Execution: Develop and execute innovative campaigns and customer journeys designed to increase Click-Through Rates and Conversion Rates.

- Benchmarking & Research: Stay ahead of industry trends by conducting primary and secondary research, benchmarking best practices, and applying insights to improve CRM efforts at Tata Cliq.

- Analytics & Reporting: Track KPIs, measure the success of CRM campaigns, and evaluate the impact of new initiatives. Provide actionable insights to optimize performance across campaigns.

- Stakeholder Management: Build strong relationships with cross-functional teams (Tech, Product, Third-Party Vendors) to ensure alignment and smooth execution of CRM initiatives.

Requirements:

- 2-3 years of experience in CRM, Retention Marketing, or Analytics.

- Hands-on experience with CRM tools such as CleverTap, WebEngage, MoEngage, Netcore, AppsFlyer, HubSpot, or similar platforms.

- Strong understanding of campaign delivery processes and the ability to interpret campaign data to drive actionable insights.

- Proven track record of successfully managing and optimizing multi-channel CRM campaigns (Push, SMS, Email, WhatsApp, In-App).

- Ability to innovate and think outside the box when designing marketing strategies.

- Strong stakeholder management skills, with the ability to collaborate effectively across teams and negotiate with tech, product, and third-party vendors.

- Excellent communication skills, with the ability to present complex findings in a clear and actionable manner.

Desired Skills:

- A passion for customer engagement and retention.

- Knowledge of the latest trends in CRM and digital marketing.

- Data-driven mindset with a focus on continuous optimization and performance improvement.

- Familiarity with e-commerce platforms and digital marketing tools.