OYO Rooms - Email CRM Lead - International (3-8 yrs)

Key Responsibilities:

- Strategy Development: Develop and implement CRM strategies, including segmentation, personalization, and automation, to enhance customer engagement, retention, and lifetime value.

- Email Marketing: Lead the email marketing efforts, including planning, designing, executing, and analyzing email campaigns to optimize open rates, click-through rates, and conversions.

- Push Notifications and SMS: Develop and execute push notification and SMS campaigns, ensuring relevant and timely messages that drive user engagement and conversions.

- Customer Segmentation: Utilize data analytics and customer segmentation to create targeted communication strategies, tailoring messages to specific customer segments and personas.

- A/B Testing: Implement A/B testing and conduct post-campaign analysis to refine CRM strategies, continually improving performance.

- CRM Tools/Vendor Collaboration: Work closely with CRM vendors, including Mo-engage and other CRM tools, to maximize the efficiency and effectiveness of CRM efforts and drive new initiatives. Should have strong knowledge in using e-CRM platforms such as Mo-engage.

- Cost and Revenue Attribution: Monitor and analyze cost and revenue generated from CRM campaigns, ensuring a clear understanding of the ROI for each initiative.

- Base Management: Own the top of the funnel of active users available for engagement and transaction. This will be driven via:

- Maintain a healthy activation rate via promotional and other campaigns.

- Reduce customer churn. Own the uninstall funnel and bring it down.

- Develop an engagement framework for customers beyond transactions.

- Implement a cross-channel acquisition strategy and execution.

- Strive for higher Net Revenue Value (NRV) delivery through increased adoption via CRM.

- Enhance Contribution Margin through higher adoption via CRM.

- Promotional Campaigns: Create and execute promotional campaigns for customers on a daily, weekly, monthly, and quarterly basis.

- Triggered Campaigns for Engagement: Develop and optimize engagement with customers based on their interaction with OYO platforms across channels, implementing a cross-channel targeting strategy.

- In-App Interaction: Enhance customer interaction across the app, including the home page, deal offers, and personalization across the customer journey.

- Social Media Campaigns: Planning and execution of Social Media campaigns

- Reporting and Analysis: Create and deliver regular reports on CRM campaign performance and make data-driven recommendations for improvement.

Key KPIs:

- Daily active users (DAU) through CRM on App, Web and Call centre.

- App Install and Un-installs

- CTR and Conversion for - Campaigns

- New user acquisition

- Repeat users

Qualifications:

- Minimum of 3 years of experience in CRM, email marketing, or related roles.

- Proven track record of successfully developing and executing CRM strategies that resulted in increased customer engagement and revenue.

- Experience with email marketing platforms, CRM tools, and analytics.

- Strong analytical and data-driven mindset.

- Exceptional communication and project management skills.