Retention Specialist

4 days ago

Delhi, India Zafify Full time

Experience: 3+ yearsCTC: 10 LPAResponsibilities:• Ownership of CRM Channel & Customer Retention : Take ownership of the CRM channel and customer retention efforts to drive long-term customer satisfaction and loyalty.• Planning & Execution of CRM Channels : Develop and execute various CRM channels including email, notifications, SMS, WhatsApp, app push notifications, web personalization, etc., ensuring alignment with retention goals and objectives.• Weekly Discussions with CRM POC : Engage in weekly discussions with the point of contact (POC) of the CRM team to strategize and execute growth campaigns effectively.• Utilize Customer Feedback : Gather and utilize customer feedback to drive continuous improvement initiatives aimed at enhancing customer satisfaction and retention rates.• Journey Automation : Implement journey automation strategies across all CRM channels to streamline customer interactions and improve overall engagement. Monitor Industry• Trends : Continuously monitor industry trends and best practices in CRM and retention marketing to inform and optimize strategies and tactics.• Campaign Performance Analysis : Analyze the performance of marketing campaigns, including email metrics, conversion rates, and retention rates, to evaluate effectiveness and ROI.• Data Analysis and Reporting : Utilize analytics tools to track and measure key metrics related to conversion rates, customer engagement, and retention. Generate reports and provide insights to stakeholders on performance trends and opportunities for improvement.• Develop Best Practices : Develop best practices for email, SMS, and other CRM channels to share with stakeholders across the organization, including creative and marketing teams.Qualifications:• Bachelor's degree in Marketing, Business Administration, or related field. Proven experience working with CRM platforms such as CleverTap (1stpreference) WebEngage or MoEngage.• Strong understanding of CRM principles, customer segmentation, and retention strategies.• Excellent analytical skills with the ability to interpret data and generate actionable insights.• Experience in planning and executing CRM campaigns across multiple channels.• Familiarity with journey automation and personalization techniques.• Ability to stay updated on industry trends and best practices in CRM and retention marketing.• Effective communication and collaboration skills, with the ability to work cross-functionally.• Detail-oriented with a focus on continuous improvement and optimization.

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