CRM & Email Marketing Lead - International

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:

* Good 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.