Customer Retention Manager at Australian Health-tech Brand

Experience: 5 + years

Salary: upto INR 25 Lacs p.a (based on experience)

Expected Notice Period: Immediate to 30 days

Opportunity Type: On-site, Chennai office

About the employer brand:

A health-tech brand offering on-demand consultations with general medical practitioners based in Perth, Australia founded by Indian-origin founders.

It offers 24hr on-demand tele health - see an AHPRA registered GP for an online consultation, prescription, or referral within 15 minutes, or request an online medical certificate.

The brand just hit an impressive USD 3 million ARR with an agile team and wishes to expand and set up a marketing team at its Chennai office serving them, while closely working with the CMO and marketing leadership working from their Australia office.

Proposed Title - Customer Retention Manager

Role Overview

The customer retention manager will be responsible for managing the customer life cycle on the web and app. The candidate should be able to plan and execute effective communication strategies to enhance customer engagement and retention. The candidate should be able to derive insights on customer behavior and have expertise in CRM tools like MoEngage, CleverTap, MoEngage, SMS, and Emails

Job Description

-Develop and deliver a sophisticated customer segmentation and multichannel contact strategy to drive revenue and retain customers

-Monitor and evaluate the effectiveness of CRM initiatives, using data to inform improvements and adjustments as needed

-Monitoring customer feedback and satisfaction levels, and conducting research on current market trends to identify potential opportunities for growth

-Create a CRM communication plan based which is contextual to the times and captures the peak period and lean period

-Develop and implement effective communication strategies using different types of campaigns (promotional & triggered) that enhance customer engagement and retention.

-Design campaigns utilizing a multi-channel marketing mix across Push notifications, SMS, Whatsapp & email marketing

-Analyze customer behavior to identify trends and opportunities for targeted market

-Collaborate with other teams (Product, Tech, Brand etc) to ensure the CRM system integrates seamlessly with other marketing tools and platforms.

Job Requirements/Mandatory Skills

- Bachelors/PG degree in marketing, business, or a related field.

- 5+ years of experience in B2C marketing role with experience in CRM

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