Customer Retention & Relationship Lead - FMCG

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.

Will own and run the following:

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

- Manage end to end customer life-cycle

- 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 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