CRM/Retention Head - Startup

- The role will involve building the CRM practice for the organization that has a user base in 180+ countries and working with a globally spread out team. The job will have a leg into Product and Product Marketing as well. This would encompass differentiated strategies for different markets like US, UK, SEA etc.

Client Details :

Our client is a Series B funded Sequoia Surge startup. They offer a SaaS based prosumer platform in the Internet space with a user base in over 180 countries of the world. Their vision is to make their platform more accessible and affordable- with an approach similar to what Google Docs did in place of MS Office. They have aggressive growth plans in the LatAm and SEA Regions which will be driven by the efforts of CRM initiatives that will enable purchase of paid services and retention of existing customers

Description :

- Monitor relationships with existing customers through CRM systems

- Ensure the CRM system provides an effective sales funnel

- Leverage channels like SMS, push, Email etc. and develop additional channels

- Develop and implement marketing techniques that will drive new customers

- Identify different user groups, develop relevant cohorts and manage customer lifecycles

- Set specific marketing strategies to retain customers

- Plan and manage multi-channel marketing campaigns

- Suggest new methods to address customers' needs

- Drive and monitor A/B and multivariate experiments to optimize key performance metrics; Analyze findings, present recommendations and scale as necessary

- Assist with organizing promotional events to reach prospective customers

- Leverage data to understand the product conversion and engagement funnel; use data to design marketing campaigns to influence the funnel metrics

- Conceive of marketing campaigns, craft messaging, identify appropriate sequence in the lifecycle to send the message

- Partner with the Product, Marketing, Analytics, Insights, and Data Science teams to connect the right message to the right customer at the right time

- Review and select CRM softwares that meet our company's needs

- Conduct market research to follow trends and competition

- Lay down a central CRM strategy and tweak it for different personas

- Work closely with Product and Growth teams to suggest new features and Customer Journeys

Profile :

- An ideal candidate will come with 5+ years of rich experience in Customer Relationship Management with a strategic mindset to leverage communication channels in a startup or a 'Digital First' company.

- Some exposure to International Markets will be a major plus. The candidate should have prior experience in working with multiple stakeholders.

Job Offer :

- Working in a fast-paced startup in a high visibility global role

- A unique opportunity to move into one of the fastest growing industries

- An opportunity to build and scale up the CRM engine for a large audience

- A unique space where both B2C and B2B customers are present

- An option to work remotely

To apply online please click the 'Apply' button below.

For a confidential discussion about this role please contact Mayank Jain on +91 22 4236 3361.

Contact - Mayank Jain - +91 22 4236 3361

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