Pilgrim - Manager - Retention (3-8 yrs)

About Us:

- Founded in 2019 by IIT-B and IIM-A Alumni, Pilgrim is one of the fastest-growing Beauty & Personal Care brands that offers 250+ SKUs across face care, haircare, skincare, makeup and fragrances at over 25,000 pin codes and has grown into a 1000+ offline store omnichannel brand.

- Pilgrim is known to handpick the world's best beauty secrets to create exciting and efficacious products that deliver results.

Position Summary:

- We are looking for a strategic and customer-focused professional to lead customer retention and loyalty efforts.

- In this role, you will optimise the entire customer journey, leveraging data insights to drive targeted campaigns and loyalty programs.

- Collaborating with cross-functional teams, you will translate customer feedback into actionable improvements and implement multi-channel strategies to enhance engagement and satisfaction.

Roles and Responsibilities:

- Develop and execute comprehensive retention strategies to enhance customer loyalty and satisfaction.

- Collaborate with cross-functional teams to map and optimise the entire customer journey, from initial engagement to post-purchase support.

- Analyse customer data and market trends to identify opportunities for improvement.

- Establish effective feedback loops to capture customer insights and translate them into actionable improvements in the customer experience.

- Own and manage the budget allocated for customer retention and loyalty initiatives, ensuring a positive return on investment.

- Utilise data-driven segmentation and journey optimization techniques for targeted retention efforts.

- Lead the development and execution of multi-channel communication strategies and corresponding A/B (email, SMS, social media, etc.) to engage and retain customers actively.

- Design and manage customer loyalty programs, subscription models, and referral initiatives to incentivize repeat business.

- Stay updated with current industry trends and competitor activities to identify opportunities and best practices in customer retention and loyalty.

- Implement targeted campaigns and initiatives to re-engage and retain customers.

Experience and Education:

- A strategic thinker with a strong customer-centric mindset with 4-6 years of overall industry experience.

- 3+ years of experience in customer retention, loyalty, CRM or related roles with a preference for consumer space.

- Familiarity with email marketing, marketing automation tools, and CRM stack.

- Strong problem-solving skills and adaptability in a fast-paced environment with exceptional quantitative & analytical skills.

Location:

- Andheri, Mumbai.