Retention Marketing Executive

4 weeks ago

Mumbai, India The House of Silver Emporium Full time

About the Role:

We are looking for a proactive and customer-focused Retention Marketing Executive who will be responsible for driving customer engagement, handling social platforms, and ensuring smooth communication with our audience. The ideal candidate will be at the intersection of customer support, digital marketing, and retention strategy—helping us strengthen relationships, build loyalty, and enhance the overall brand experience.



Key Responsibilities:

  • Manage all social media platforms: respond to comments, DMs, and engage with the community in real-time.
  • Act as the first point of contact for customer support across channels (socials, website, WhatsApp, calls, etc.).
  • Handle customer queries, leads, and escalations with empathy and quick resolution.
  • Support website management: basic updates, content checks, and ensuring a seamless browsing experience.
  • Work with the marketing team to plan and execute retention-focused campaigns (email, SMS, WhatsApp, loyalty programs).
  • Track customer interactions and share regular insights on customer experience and engagement trends.
  • Coordinate with cross-functional teams (sales, product, operations) to ensure consistent and efficient customer experience.
  • Maintain and update CRM systems; leverage tools for customer retention management to improve response time and customer loyalty.

Preferred Skills & Tools:

  • Hands-on experience with social media platforms (Instagram, Facebook, WhatsApp Business, etc.).
  • Familiarity with CRM and customer retention tools (e.g., HubSpot, Zoho, MoEngage, Klaviyo, or similar).
  • Strong communication and problem-solving skills.
  • Basic knowledge of website CMS (WordPress, Shopify, or others).
  • Ability to multitask, prioritize, and work under tight deadlines.


Qualifications:

  • Bachelor’s degree in Marketing, Communications, or a related field.
  • 1–2 years of experience in customer support, social media management, or retention marketing.
  • Freshers with strong communication skills and eagerness to learn are also welcome.


What We Offer:

  • Opportunity to work across two growing brands: SEPL & Tarava.
  • A collaborative environment where ideas are encouraged.
  • Growth in customer retention, digital marketing, and brand-building space.



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