Dangal Games - Manager - Customer Retention

We are currently looking an analytical & data driven talented Manager - Customer Retention Management (CRM) to join our team and implement improvements to the CRM processes, propose methods to acquire & retain customers and participate in growth campaigns. Reporting to the Head of Customer Retention, the candidate will execute the Customer Retention Strategies and will be responsible for improving the overall experience for users in an effort to maximize user retention, engagement and monetization.

What you will do:

- Developing and executing the user Retention Strategy to optimize Key Performance Indicators including customer lifetime values, key touch points, retention/churn levels and average revenue per player.

- Analyzing data to identify different users' segment & design targeted campaigns for each segment

- Creation and implementation of an optimized daily/ weekly/ monthly campaign program (retention and reactivation both automated and not automated), tailoring communication to different customer segments identified through CRM tool

- Tracking financial effectiveness of scheduled campaigns through regular reporting, including details of customer behavior, game play and value addition

- Make strategic recommendations on necessary fundamental changes in order to drive user engagement, retention and profitability

- Control of the overall retention bonus spending and achieve revenue growth Month on Month

What we are looking

- 2+ years of proven experience with customer life cycle management across multi-brands / products / regions, preferably in online gaming

- Hands on experience on at least one CRM tool (CleverTap, Webengage, MoEngage etc)

- Analytical, data-driven and well-versed with Excel

- Knowledge of CRM Statistics, Analysis and Tools, all involving the retention, reactivation and communication to customers are mandatory.

- Strong team player and comfortable working in fast-paced, matrix environments.

Must have:

- Hands on Clever Tap

- Churns, Cohorts, LTV tracking

- Segmentation of Users

- Fantasy Sports Knowledge

- Understanding of Entire User Lifecycle

- Customer Journeys