What You'll Do

We are looking for a strategic and data-driven Growth & Retention Manager to own and elevate our customer relationship management efforts across multiple touch points. This role will be responsible for developing CRM strategies, executing high-impact campaigns, and driving customer engagement, retention, and lifetime value through personalized and data-backed initiatives.

Key Responsibility Areas

CRM Strategy & Planning

Develop and implement CRM strategies across all customer touchpoints: website, email, push notifications, in-app messaging, Viber/SMS, and other emerging channels.
Identify and implement cross-sell, upsell, and retention strategies to maximize customer lifetime value.

Campaign Execution & Management

Plan, execute, and measure CRM campaigns, including retention initiatives, loyalty programs, and lifecycle flows.
Handle CRM campaign tasks such as copywriting, product/service selection, and coordinating with internal teams for digital content creation (e.g., marketing collaterals, website creatives, newsletters).
Ensure campaigns meet defined KPIs, budgets, and timelines.

Data Analysis & Reporting

Prepare regular performance reports and insights to measure campaign effectiveness and provide actionable recommendations for improvement.
Conduct A/B testing and segmentation analysis to optimize engagement and conversion rates.

Stakeholder Collaboration & Training

Work closely with internal teams (Marketing, Category Management, Customer Support) to align CRM initiatives with business goals.
Provide training and guidance to employees on effective use of CRM tools and best practices.
Introduce new CRM capabilities to meet emerging business needs and market trends.

Continuous Improvement & Innovation

Stay updated on CRM trends, tools, and best practices to continually enhance the customer experience.
Recommend and implement process improvements, automation, and innovative solutions to increase CRM efficiency and effectiveness.

What We're Looking For

2+ Years CRM-related experience
Has knowledge of MoEngage or any other CRM tool
Strong understanding of CRM platforms, marketing automation tools, and customer data analytics.
Excellent copywriting, analytical, and project management skills.
Proven ability to manage multiple campaigns and stakeholders in a fast-paced environment.

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