Responsibilities:
- Developing and managing the Retention Strategy to optimize Key Performance Indicators including customer lifetime values, retention/churn levels and average revenue per player.
- Responsible for segmentation of the customers based on their life time and recent spending and churn behaviour.
- The creation and implementation of an optimized daily/weekly/monthly campaign programme (retention and reactivation both automated and not automated), tailoring communication to different customer segments identified through CRM tool and data warehouse.
- Control of the overall retention bonus spending and achieve growth in revenue Month on Month
- Suggesting and providing appropriate personalized communication to maximize customer spend.
- Tracking financial effectiveness of scheduled campaigns through regular reporting, including details of customer behaviour, usage and spend
- Analyzing the customer journey, identifying key touch points in the customer's interaction with the site to optimize customer activation & retention.
- Working with the design, development and other teams to ensure execution excellence and that the website/email template meets the needs of existing customers.
Qualifications:
- 5+ years of proven experience with customer life cycle management across multi-brands/products/regions.
- Solid experience with CRM tools and marketing automation
- Experience of ESPs
- Strong analytical and number crunching skills
- Knowledge of at least one CRM tool (works with Exactarget, Optimove, Webengage etc)
- Experience of working in a fast-moving environment
- Previous people management experience required
- Ability to multi-task, being proactive, efficient and independent
- Strong project management skills, being result oriented, team-focused and customer-focused
- Knowledge of CRM Statistics, Analysis and Tools, all involving the retention, reactivation and communication to customers is mandatory.
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