Customer Retention Role - Marketing - Travel/Hospitality

RESPONSIBILITIES

- Produce and execute all email and app push campaigns, including building emails from templates and HTML, copywriting, asset coordination, QA, and scheduling.

- Support various strategic programs via manual and triggered campaigns across the customer lifecycle including prospecting, win-back, nurturing, post-purchase, loyalty, retention, surveys, and transactional emails.

- Build effective target audiences and segments for every message to drive engagement and revenue performance against KPI goals

- Manage and execute email/app marketing calendar and ensure alignment with business priorities, demand forecasts, and internal stakeholders.

- Use customer data such as web behavior to drive the message and content personalization.

- Devise and execute A/B tests, manage testing calendar, record results, and advise on improvements. Testing includes subject lines, message content, CTAs, customer cohorts, segments, send time, and new features intended to drive performance lift.

- Work in partnership with designers and copywriters to optimize email creative and template structure based on best practices.

- Mitigate email and push frequency between program touchpoints to minimize database churn. This includes marketing campaigns, triggered emails, promotional emails, and transactional emails.

- Perform render testing across devices, email clients, and ISPs to ensure that emails are rendering correctly for the majority of the subscriber base.

- Provide regular campaign performance reports that include opens, clicks, conversions, revenue, revenue lift, unsubscribes, etc.

- Regularly identify trends and email and push marketing strategies from leading global brands to glean insights on best practices and new innovative ideas for email marketing tactics, including audits of how we can acquire, nurture and retain customers.

- Constantly look for new ways to improve overall programs through new technology, tools, partners, trends, and best practices.

REQUIREMENTS

- Proven experience managing an email and app push marketing program. Minimum experience 5-6 years in Customer/Retention marketing

- We need someone having exposure to the US market space for at least 2 years

- Hands-on experience in marketing automation platforms such as Clevertap, Klaviyo, Mailchimp, Survey tools, etc.

- Detailed knowledge of email and app push best practices

- Proven work experience in growing, engaging with, and analyzing the performance of an extensive email marketing database.

- Experience building an email marketing campaign from scratch.

- Knowledgeable in Google Analytics, A/B Testing, and other CMS.

- Proficient in data analytics to determine important data and be able to suggest improvements.

- Excellent written communication skills.

- Strong project management skills and exceptional attention to detail.