Retention Manager

4 weeks ago

Gurugram, India Grip Invest Full time

What You’ll Do

As the CRM and Retention Manager at Grip Invest, you will be responsible for developing and implementing strategies across web, mobile, and app platforms to engage and retain our user base. With 5-8 years of experience, you will leverage CRM tools like MoEngage, CleverTap, AppsFlyer, and HubSpot, as well as segmentation techniques based on user behaviour, journeys, events, and cohorts, to drive customer loyalty and maximise lifetime value.


Key Responsibilities:


Develop and Execute CRM Strategy:

● Create and implement a comprehensive CRM strategy to nurture and strengthen customer relationships.

● Design tailored engagement plans to meet the unique needs of different user segments.

● Leverage multi-channel approach including email, SMS, push notifications, in-app messages.

User Segmentation and Personalization:

● Segment users based on behavior, demographics, purchase history, and engagement levels.

● Deliver personalized communications to enhance user experience and satisfaction.

Campaign Management:

● Design, implement, and optimize automated campaigns to drive user engagement and retention.

● End-to-end campaign management (planning, setup, testing, execution, reporting, optimization).


Data Analysis and Insights:

● Analyze user data to identify trends, patterns, and opportunities for improving retention rates.

● Generate actionable insights to inform and refine retention strategies.

● Prepare and present regular reports on key retention metrics and campaign performance.


Cross-functional Collaboration:

● Work closely with product, customer support to align retention efforts with overall business objectives.

● Coordinate to ensure the CRM strategy is integrated into product roadmap and user experience design.


Monitoring and Reporting:

● Continuously monitor key retention metrics, such as churn rate, LTV and engagement rates.

● Provide ongoing analysis and recommendations for optimization and improvement.



Qualifications / Skills Experience:

● 5-8 years of experience in CRM management across web, app, and mobile platforms.

● Proven track record in executing successful CRM and retention strategies in a B2C environment. ● Experience in the Fintech or D2C sector is highly desirable, especially within a startup environment.

● Proficiency in using CRM tools and platforms like CleverTap, MoEngage, HubSpot, and AppsFlyer. ● Experience with user segmentation, cohort analysis, and customer journey mapping.

● Strong analytical skills with the ability to interpret data and generate actionable insights.

● Excellent communication and interpersonal skills, with the ability to collaborate cross-functionally.

● Strong leadership abilities, capable of leading and motivating a team.

● Creative thinking with a proactive approach to identifying and solving problems.

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