Vice President - Customer Life Cycle Management - Media

KEY RESPONSIBILITIES :

We are looking for a results-oriented, customer focused, digitally savvy and successful customer retention strategist to lead the CLM for business growth. The Head of CLM will be responsible for development and management of customer loyalty, providing strategies based on customer analytics and consumer's behavioural patterns and providing best in class solution to support exceptional growth for the platform.

- This person will be responsible for formulating the strategy to enhance overall customer engagement using customer 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.

- Manage 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.
 
BASIC QUALIFICATIONS :

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

- 10+ years of customer engagement and acquisition experience in eCommerce/ travel/ Media/ Food delivery.

- Successful track record of developing and managing B2B and B2C loyalty programs that drive measurable customer loyalty/retention, referrals and LTV

- 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; experience planning, developing and executing customer Loyalty programs.