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.
