Director - Customer Lifecycle Management - OTT/Telecom/Media/eCommerce/Consumer Tech

KRAs:

- This person will be responsible for formulating the strategy to enhance overall customer engagement using retention analytics, with a passion for deeply understanding customers behaviors and translating that knowledge into actionable results.

- Spearhead strategy for acquisition, engagement, retention and win back programs that increases time spent and build stickiness.

- Define and execute strategy for email and notifications channels to retain customers and drive higher LTVs; Guide team members in execution.

- Leverage Notifications and Email Marketing to drive traffic and business transactions as needed on any of the following items: strategy development and execution, reporting and analytics, optimizing campaigns, triggered flows, segmentation.

- Develop and implement strategies that grow the customer base and drive sale & traffic, leveraging CRM, Loyalty, and engagement campaigns.

- Lead and manage the development of annual and project specific plans that support the successful achievement of program and business goals.

- Liaise closely with Product, Content and Creative Team. Managing interactions with cross-channel partners related to CRM, loyalty, and Business development (material fulfilment, performance metrics, training, integration, etc.)

- Stay on top of industry trends and best practices; proactively get ahead of them.

Qualification & Expectations:

- Bachelor's degree in Marketing / MBA from tier 1 institutes.

- 9 to 10 years of customer engagement and acquisition experience in OTT/ Tele-Com/ Media/ E-Commerce or Consumer Tech domains.

- Extensive project management & organization skills including conceptualization, brainstorming, driving cross-team alignment, managing deadlines and objectives, delivering analyses, managing learnings library and recommendations/next steps

- Customer-focused and passionate about engaging customers while identifying the best channels for that cohort.

- Deep knowledge of marketing methods and strategies; retention analytics, experience planning, developing and executing customer Loyalty programs.

- Knowledge/Experience of tools like CleverTap, MoEngage, Mixpanel would be an additional advantage.