OYO Rooms - Head - CRM

OYO Rooms - Head - CRM

Job Description:

Position Summary: As the CRM Lead, you will play a pivotal role in optimizing our customer communication channels, including email, push notifications, and SMS. With at least 6 years of relevant experience, you will lead and execute data-driven, personalized, and impactful CRM campaigns to delight and engage our customers. Additionally, you will be responsible for managing the top of the funnel of active users, collaborating with CRM vendors, and driving new initiatives to improve CRM effectiveness.

Key Responsibilities:

- Strategy Development: Develop and implement CRM strategies, including segmentation, personalization, and automation, to enhance customer engagement, retention, and lifetime value.

- Email Marketing: Lead the email marketing efforts, including planning, designing, executing, and analyzing email campaigns to optimize open rates, click-through rates, and conversions.

- Push Notifications and SMS: Develop and execute push notification and SMS campaigns, ensuring relevant and timely messages that drive user engagement and conversions.

- Customer Segmentation: Utilize data analytics and customer segmentation to create targeted communication strategies, tailoring messages to specific customer segments and personas.

- A/B Testing: Implement A/B testing and conduct post-campaign analysis to refine CRM strategies, continually improving performance.

- CRM Tools/Vendor Collaboration: Work closely with CRM vendors, including Mo-engage and other CRM tools, to maximize the efficiency and effectiveness of CRM efforts and drive new initiatives. Should have strong knowledge in using e-CRM platforms such as Moengage.

- Cost and Revenue Attribution: Monitor and analyze cost and revenue generated from CRM campaigns, ensuring a clear understanding of the ROI for each initiative.

Base Management: Own the top of the funnel of active users available for engagement and transaction. This will be driven via:

- Maintain a healthy activation rate via promotional and other campaigns.

- Reduce customer churn. Own the uninstall funnel and bring it down.

- Develop an engagement framework for customers beyond transactions.

- Implement a cross-channel acquisition strategy and execution.

- Strive for higher Net Revenue Value (NRV) delivery through increased adoption via CRM.

- Enhance Contribution Margin through higher adoption via CRM.

- Promotional Campaigns: Create and execute promotional campaigns for customers on a daily, weekly, monthly, and quarterly basis.

- Triggered Campaigns for Engagement: Develop and optimize engagement with customers based on their interaction with OYO platforms across channels, implementing a cross-channel targeting strategy.

- In-App Interaction: Enhance customer interaction across the app, including the home page, deal offers, and personalization across the customer journey.

- Customer Journey Mapping: Analyze the customer journey and identify touchpoints where CRM efforts can enhance the overall experience.

- Social Media Campaigns: Planning and execution of Social Media campaigns

- Cross-Functional Collaboration: Collaborate with other departments, including Marketing, Product, and Customer Support, to ensure consistent and impactful messaging throughout the customer lifecycle.

- Reporting and Analysis: Create and deliver regular reports on CRM campaign performance and make data-driven recommendations for improvement.

Key KPIs:

- Daily active users (DAU) through CRM on App, Web and Call centre.

- App Install and Un-installs

- CTR and Conversion for Campaigns

- New user acquisition

- Repeat users share

Qualifications:

- Minimum of 6 years of experience in CRM, email marketing, or related roles.

- Proven track record of successfully developing and executing CRM strategies that resulted in increased customer engagement and revenue.

- Experience with email marketing platforms, CRM tools, and analytics.

- Strong analytical and data-driven mindset.

- Exceptional communication and project management skills.

- Team player with the ability to collaborate cross-functionally.

- Familiarity with the travel and hospitality industry is a plus

- Experience in start up is a plus

- Prior team handling experience is mandatory.