Manager - Customer Relationship Management & Retention (2-8 yrs)

CRM and Retention Manager

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 to 4 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.