Retention AM/Executive

We are looking for a Retention Marketing Manager (CLM) to lead and accelerate our efforts around engaging and retaining existing customers and driving substitution for medicines and managing end-to-end funnel stage metrics for an acquired user to drive better retention. The role involves working closely with cross-functional teams and optimizing customer journeys by applying growth principles to drive performance. The key objective of the role is to own and execute an engagement and retention program (using 1st party and 3rd party audiences) that will be a big driver for the higher retention of different user cohorts and also push them towards substitution along with acquiring new customers.

Key Responsibilities:

Drive the end-to-end customer lifecycle journey through various Engagement and Retention strategies across customer cohorts.

Execute and manage key reactivations mediums like Push/SMS/Email/WhatsApp and In-app and Web channels.

Hands-on experience on Platforms like Clever tap, MoEngage and other martech tools.

Identify the customer and their personas, create relevant customer cohorts and strategies to target these customers effectively across channels.

Create a CRM Plan using user segmentation to create custom and more relevant communications pushing users down the funnel.

Drive all marketing automation and Martech initiatives to develop and execute end-toend user journeys from onboarding to reactivation (win backs) using scalable platforms.

Conceptualize and set up automated journey-based campaigns while ensuring ideal frequency to the customer.

Analyse data in order to understand key pain points, effective communication, ideal conversion times, etc.

Work closely with the creative team to define Email/WhatsApp templates for campaigns.

Source 3P data for consumer marketing to drive acquisition via mediums like SMS/email etc.

Analyse results, highlight learning, synthesize recommendations and drive growth strategy. Perform extensive campaign analysis and reporting daily, weekly and monthly to find growth opportunities.

Analyse customer data deeply to create Tangible Cohorts leveraging customer journeys using data analysis tools like Mixpanel, Metabase and test new cohorts.

Work with Product, Tech, and Marketing functions to ensure improvement in user journeys and experience along with reducing pain points in the funnel.

Creating weekly and monthly marketing plans and budgets for our different channels.

Work Closely with Customer support team, Logistics team to understand customer pain points on customer journeys and improve/optimize current processes with right comms.

Take ownership of Monthly & Quarterly Retention goals and also conduct NPS surveys on quarterly level with partners like Neilsen.

Qualifications:

Graduate or Postgraduate.

2-3 years of experience in creating mobile/web application journeys & campaigns on tools like MoEngage, Clevertap, etc.

In-depth knowledge & hands-on experience of digital analytics and an understanding of consumer behaviour.

Excellent copywriting skills to produce high-quality copies for marketing campaigns and journeys.

Must be data-driven with strong problem-solving and analytical skills.

The high degree of ownership in taking things from planning to execution to drive results.

Hands on experience with data tools like Mixpanel, Metabase & basic SQL queries is a must.

Knowledge of the E-Pharma or E-Commerce segment is a plus.

In-depth knowledge & hands-on experience of digital analytics and an understanding of consumer behaviour.

Experience in a high growth Start-up with similar responsibility.

Understanding measurement tools like Appsflyer, GA, etc would be a plus