Zee Entertainment - Senior Engagement Manager - CLM

Your Success is our Success :

As Engagement Lead for Telco & ISP partners you will be required to drive engagement and retention amongst customers acquired through different partnerships. The role will accomplish this through gleaning valuable trends through data analysis, mapping the customer journey, defining customer segmentation, ideating a marketing plan to deliver success against these customer segments and phases, building a testing roadmap, and working with key stakeholders to execute this roadmap across a variety of marketing channels including email, push notifications, social media and platform & work closely with CLM team of Telco & ISP partners to drive engagement

If you are an exceptional team layer who is ready to break down walls and pave the way with a team who are enthusiastic, technology driven, loves to think big, experiment and learn then this role and this team is for you! Self-starters with a "deploy on day one" mindset are the perfect match for us.

What You'll Do :

- Managing the consumer funnel from Installation, Registration, Subscription, Retention, Churn, Engagement

- Develop a robust user engagement strategy for ZEE5 customers

- Working with the Product & Tech teams to define the user journey for Web & App to give consumers a best in class product experience.

- KRAS for the role would be: 1) Increasing Engagement, Watch Duration ,Telcos & ISP 2) Increasing Reach & Efficiency 3) Increasing Active Base

- Ensuring the subscribed user base of ZEE5 is treated as valued customer

- Focus on Automation to drive increasingly better marketing outcomes through better segmentation and personalized communication while adhering to the customer contact policy

- Ability to derive insights from the data and carve out actions based on insights for improving business KPIs

- Work closely with partner and customer success team to define the kpi and introduce new features/ schemes/ experience to engage and retain this base

Who You Are :

- 10 years of experience in building retention strategies across digital business and hands on experience of customer life cycle management

- Prior experience of OTT categories not mandatory but would be a bonus

- Hands on experience on any multi-channel campaign management tools, with experience in eMail, SMS, App as marketing channels

- Ability to work on creatives & making it relevant for customers

- The ability to proactively build strong working relationships with internal and external contacts to deliver exemplary service at all times is essential to the role.

- Should be strong in deriving actionable insights from the data and convert insights into effective marketing actions

- Experience of using data and metrics to measure impact and determine improvements

- Research and implement new techniques and technologies that are relevant for delivering consumer first approach

- Expert proficiency in Excel and comfort in handling large volumes of data in deriving consumer insight.