CRM & Retention Lead - Marketing - FMCG/Retail

Job description :

Customer retention is the holy grail to sustainable growth. We believe an awesome product combined with effective communication leads to greater customer satisfaction and hence retention. We are looking for a champion who can come on board and drive the customer retention practice. Your core responsibility is to create ways to better engage (with communication and programs) with our customers and grow repeat transactions.

You will own and run the following :

- Drive all programs aimed at improving customer retention (both internal and external).

- Manage end to end customer lifecycle

- Own all direct customer communication channels (email, Push, sms etc)

- Manage loyalty programs (existing and new)

- CRM analytics and reporting (we want a deep diver)

- CRM platforms and tools

- Collaborate with product and Customer experience teams to identify opportunities across all customer touch points

- Provide a 360 view of customer retention programs across all touch points Your role and responsibilities include :

- Responsible for all CRM efforts to drive repeat transactions - Work on paid and earned media to complement CRM efforts

- Plan, execute and manage all existing loyalty programs and think of new ways to increase retention.

- Work closely with product to execute retention projects and identify new opportunities on platform

- Work with the Customer experience team to improve NPS 

- Work with analytics team to better customer segments and bring more intelligent insights into the system

- Work closely on improving cross sell, up-sell, churn and frequency

- Work with creative and design team to ensure Doodhwala brand values are consistent across all customer communication.

- Share regular updates with leadership

- Work closely with performance marketing team to effectively use re-marketing and other paid channels to improve retention

- Work closely to ensure that customer data meets the quality and standards that allow for successful execution

- Define, track, measure and improve key metrics

- Keep abreast of the latest developments in CRM marketing and translate this into relevant initiatives, programs, and campaigns Key Skills And Experience:

- B.E. /MBA preferred

- Past experience in product teams would be given high weight age

- 7+ Years- Experience in Direct marketing, Customer lifecycle Management & Loyalty marketing

- Strong history of developing and delivering data driven, multi-channel CRM programs

- An analytical mind that uses data & insight to identify opportunities, with the ability to turn into action

- Demonstrate customer focus, passion, innovation and push boundaries in CRM 

- Outstanding communications skills - written and verbal

- Team player - high energy and passionate about impacting team dynamics. Outstanding collaborator

- Strong Planning skills

- Highly structured, organized, logical and drives towards outcomes

- Track record of excellence in execution and driving of continuous improvement

- Strong Process Skills

- Ability to map and improve business process

- Above all you should love travel