Industrybuying.com - Assistant Manager - CRM & Retention - IIM/ISB/MDI/FMS (3-5 yrs)

We are seeking an Assistant Manager for CRM & Retention who is passionate and data-driven, with a focus on driving growth and enhancing customer experiences. The ideal candidate should have experience in managing and executing campaigns across various channels, including email, push notifications, WhatsApp, and SMS, and should be proficient in using CRM tools such as Clevertap, MoEngage, or WebEngage.

Role & Responsibilities:

- Develop and execute CRM campaigns to drive customer retention, loyalty, and revenue through email, SMS, WhatsApp, and push notifications, using data-driven insights.

- Identify and segment customer needs to optimize journeys and deliver impactful experiences across the sales funnel and post-purchase phases.

- Collaborate with cross-functional teams to maintain consistent messaging and enhance the overall customer experience.

- Track and analyze key CRM metrics such as retention %, open rates, CTR, conversion rates, and customer lifetime value to refine strategies.

- Manage and optimize loyalty programs, utilizing A/B tests to continuously enhance campaign quality and effectiveness.

- Utilize customer feedback to shape and refine CRM strategies for improved engagement and retention.

- Create and manage events within CleverTap to support targeted and personalized campaign execution.

- Develop and automate customer journeys across channels for efficient campaign delivery.

- Ensure regulatory compliance with data privacy standards to protect customer information.

- Report on CRM performance via dashboards, using insights to adapt and innovate CRM approaches.

- Stay updated on CRM trends, tools, and best practices to continuously evolve the CRM and retention strategies.

Requirements:

- Experience: 3-5 years in high-growth retail, internet, or e-commerce driving acquisition, retention, and engagement across channels.

- Education: Bachelor's degree from a Tier I-II institution with strong academics.

- Campaign Management: Skilled in email, push, WhatsApp, and SMS campaigns.

- Customer Insight: Strong grasp of segmentation and targeting for personalized communication.

- Tools: Hands-on experience with CleverTap (preferred) or MoEngage.

- Attributes: Analytical, problem-solving, flexible, and a hands-on self-starter in a fast-paced environment.

- Data & Analytics: Basic to Advanced Knowledge in Google Analytics, BigQuery, SQL.