Swiggy - Customer Loyalty & Retention Manager

Job description :

- Loyalty and Retention manager will be responsible for the overall management of the customer retention programs through strategic planning and marketing.

- Should bring on table a solid understanding of the overall product management process and experience with developing & implementing retention programs.

- Will lead the overall customer loyalty and retention strategy, including the development, project management and implementation of retention programs for various products and

Key Responsibilities :

- Lead the overall customer loyalty and retention strategy, including the development, project management and implementation of retention programs for the company

- Identify opportunities & implement tactics to maximize revenue and minimize churn among existing customer bases

- Work with product management team and cross-functional teams to create and launch retention campaigns/programs, driving loyalty and revenue

- Analyze and report monthly usage patterns, churn, customer base trends, and customer retention projects and initiatives

- Liaise with agencies and other external vendors to develop customer contact

- Design marketing campaigns aimed at retention and value preservation.

- Understand brand and product proposition through all communication channels

- Deliver out of the box campaigns that will enrich customer experience which will increase Customer Life time value and Revenue.

- Build close relationships with other business functions including product management, marketing communication and technical to execute campaigns and evaluate them periodically.

- Monitor changes and keep updated on the organization's products or services

- Track customer complaints and develop customer service policies and standards

- Carry out market research and customer surveys to assess demand, loyalty, brand positioning and awareness

Desired Skills and Experience :

- MBA or Masters in Marketing or related discipline strongly preferred from Tier1/Tier2

- 1-3+ years of marketing experience; experience with customer retention, email marketing and digital strategy.

- A proactive, metrics-focused approach with accountability for results, including a demonstrated ability to deliver ROI and a proven track record of delivering on customer renewal and upgrade metrics.

- Budget management with proven ability to optimize the marketing mix across multiple

- Ability to work in an agile, fast-paced environment with the ability to meet deadlines and manage simultaneous programs and projects.

- Experience defining and implementing digital marketing programs and campaigns is

- Experience with web analytics, online insights, segmentation and behavioral trends.

- Excellent verbal, interpersonal and written communication and experience presenting to all levels of the organization.

- Candidates with experience from telecom & eCommerce have added advantage.