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Retention Marketing Manager

3 months ago

Bengaluru, India Born Good Full time

About Born Good (Be Better Personal Care Private Limited)

Born Good is a digital first FMCG brand with a core mission to enable people contribute to the planet in a small yet significant way. We are a rapidly growing startup that offers a range of USDA certified and plant-based home cleaners. They are effective cleaners that are 100% safe and non-toxic. We are a funded startup and backed up RPSG Capital Ventures.


About the Role

We are looking for a retention marketing manager with 2-3 years’ experience in online customer retention marketing using platforms such as SMS, WhatsApp, email and push notifications. A good candidate will have relevant experience working in the e-commerce industry and should be well versed with CRM tools / technologies.


He or she should be able to segment customers based on their journey with the brand and determine appropriate campaigns on a monthly basis. They should also be well versed with automation journeys. The candidate should have excellent analytical skills to be able to study the data, draw conclusions and iterate based on the results. This is a startup and candidates should be aware that there will fluidity in terms of responsibilities assigned. 


Key Responsibilities 

  • Develop and implement strategies to improve customer retention and loyalty
  • Utilize CRM tools such as WebEngage, Conlto, MoEngage, or similar to segment customers and create targeted campaigns
  • Segmentation: segment customers based on their journey with the brand – i.e based on recency, frequency and quantum of orders.
  • Campaigns: set up monthly campaigns across WhatsApp, SMS, email and push notifications based on the customer segments created.
  • Automations: Create automations to facilitate a pick-up in revenue. Common automations are abandoned cart, winback, replenishment, cross sell etc.
  • Reporting: continuously monitor and analyze data and use the same to optimize the campaigns and automations based on KPIs
  • Collaborate with the marketing and product teams to enhance the customer experience


Skills we are looking for


Must Haves:

  • Preferred Qualifications: Bachelor's degree in Marketing, Business Administration or a related field.
  • Proven experience as a Customer Retention Executive/Manager or a similar role.
  • Proficiency in CRM tools like WebEngage, Conlto, MoEngage, or similar.
  • Strong understanding of customer segmentation strategies.
  • Experience in running manual campaigns and automations for different customer cohorts.
  • Familiarity with communication channels such as WhatsApp, SMS, and email and app pushes
  • Excellent analytical skills and the ability to interpret data to drive decisions.
  • Experience in handling D2C brands.
  • Strong understanding of online consumer behavior, e-commerce best practices, and marketing technology.
  • Strong command over written and spoken English.
  • Advanced knowledge of MS Office and the Google suite of products.


Nice To Have:

  • Customer centric approach
  • Exceptional communication and interpersonal skills to build relationships with stakeholders and external partners. 
  • Ability to work in a team environment.
  • Being a self starter and taking the initiative.
  • Enthusiasm to learn