Job Description

We are seeking a CRM Associate to spearhead our initiatives aimed at engaging and retaining existing customers while managing the entire funnel stage metrics for acquired users. This role requires a dynamic individual who can work closely with cross- functional teams to optimize customer journeys using growth principles to drive performance. The primary objective is to develop and execute an engagement and retention program that significantly improves the retention rates of various user cohorts. Primary Roles and Responsibilities: 1. Drive the end-to-end customer lifecycle journey through diverse engagement and retention strategies across different customer cohorts. 2. Execute and manage key reactivation mediums including Push notifications, SMS, Email, WhatsApp, as well as In-app and Web channels. 3. Identify customer personas, create relevant customer cohorts, and develop strategies to effectively target these customers across channels. 4. Develop a CRM plan using user segmentation to craft customized and relevant communications that move users down the funnel. 5. Analyze data to understand key pain points, effective communication strategies, and ideal conversion times. 6. Collaborate closely with the creative team to design Email/WhatsApp templates for campaigns. 7. Work in partnership with Product, Tech, and Business functions to enhance user journeys, improve user experiences, and reduce pain points within the funnel. 8. Take ownership of monthly and quarterly retention goals. Must-have Skills: 1. Deep understanding of Customer Data Platform (CDP) tools such as WebEngage, CleverTap, MO Engage, etc. 2. Over 1 year of experience in retention and growth roles within a B2C environment. 3. Passionate about marketing with experience in delivering Customer Lifecycle Management (CLM) strategies, including segmentation, incentivization, engagement, and overall retention. 4. Proficiency in using data visualization tools (preferably Google Analytics, PowerBI, or Tableau). 5. Strong proficiency in Excel, with experience in analyzing retention metrics and revenue incrementality analysis.