Director Customer Life Cycle Management

Role & responsibilities

1.Play a key role in developing the strategies of owning customer lifecycle and enhance the Lifetime value of the customer through retention marketing initiatives

2. Liaise with business intelligence and data sciences team to comprehend the consumer activity on the platform

3. Liaise with CRM platforms and solution providers to explore new mechanisms and efficient initiatives to increase the LTV of consumers

4. ⁠Collaborate with product managers to get product interventions done for facilitating retention and increasing the consumer activities per month

5. ⁠Manage and guide a team of skilled individuals and bring the latest CRM practices on-board to improve the campaigns and team performance along with enhancing their skill-set.

6. ⁠Create strategy for yearly, monthly and weekly strategic & tactical CRM plans.

7. ⁠Manage, develop & setup SOPs to develop a reporting cadence for various platforms with all stakeholders for retention campaigns

8. ⁠Help team in managing and executing the Emailer, Push Notification and SMS Campaigns.

9. ⁠Explore other platforms for retention marketing initiatives.

10. Resolve any client escalations quickly with a reasonable TAT as per business requirements.

11. Collaborate with internal stakeholders: Engineering, finance, product, creative, business etc.

12. ⁠Collaborate with external stakeholders: Platforms, Vendors, etc

13.Identify and execute growth projects at the business level to enhance the efficiency of the CRM campaigns through increase the LTV of the consumers

14. Creating CRM partnerships to facilitate a strong loyalty programme for the business

Preferred candidate profile

• 5-8 Years of working experience as a CRM expert working on consumer retention in brands or CRM agencies. Minimum 3 years experience in team handling & client relationship management.
• Exceptional communication and presentation skills, with experience in client-facing roles.
• Capability to manage multiple campaigns across Email, App & web Notifications and SMS Should have sound knowledge of data cohorts and insight mining through data analysis
• Email Marketing (Kenscio, Mail chimp, Sendgrid etc.)
• App & web re-engagements platforms: CleverTap, Web Engage, etc.
• Comprehends various forms of attribution, audience profiling and online analytics platforms
• Well-versed with vendor management & ad-tech platforms