Customer Retention Specialist

We are seeking a seasoned Customer Retention Manager to lead our efforts in engaging and retaining existing customers, while driving substitution for medicines and optimizing customer journeys.

The ideal candidate will have a proven track record of creating mobile/web application journeys & campaigns on tools like MoEngage, Clevertap, etc. They should also possess excellent copywriting skills to produce high-quality copies for marketing campaigns and journeys.

Responsibilities:

1. Drive the end-to-end customer lifecycle journey through various Engagement and Retention strategies across customer cohorts.
2. Execute and Manage key reactivations mediums like Push/SMS/Email/WhatsApp and In-app and Web channels.
3. Hands-on experience on Platforms like Clever tap, MoEngage and other martech tools.
4. Identify the customer and their personas, create relevant customer cohorts and strategies to target these customers effectively across channels.
5. Create a CRM Plan using user segmentation to create custom and more relevant communications pushing users down the funnel.
6. Drive all marketing automation and Martech initiatives to develop and execute end-toend user journeys from onboarding to reactivation (win backs) using scalable platforms.
7. Conceptualize and set up automated journey-based campaigns while ensuring ideal frequency to the customer.
8. Analyse data in order to understand key pain points, effective communication, ideal conversion times, etc.
9. Work closely with the creative team to define Email/WhatsApp templates for campaigns.
10. Source 3P data for consumer marketing to drive acquisition via mediums like SMS/email etc.
11. Analyse results, highlight learning, synthesize recommendations and drive growth strategy. Perform extensive campaign analysis and reporting daily, weekly and monthly to find growth opportunities.
12. Analyse customer data deeply to create Tangible Cohorts leveraging customer journeys using data analysis tools like Mixpanel, Metabase and test new cohorts.
13. Work with Product, Tech, and Marketing functions to ensure improvement in user journeys and experience along with reducing pain points in the funnel.
14. Creating weekly and monthly marketing plans and budgets for our different channels.
15. Work Closely with Customer support team, Logistics team to understand customer pain points on customer journeys and improve/optimize current processes with right comms.
16. Take ownership of Monthly & Quarterly Retention goals and also conduct NPS surveys on quarterly level.

Requirements:

• Graduate or Postgraduate.
• 2-3 years of experience in creating mobile/web application journeys & campaigns on tools like MoEngage, Clevertap, etc.
• In-depth knowledge & hands-on experience of digital analytics and an understanding of consumer behavior.
• Excellent copywriting skills to produce high-quality copies for marketing campaigns and journeys.
• Must be data-driven with strong problem-solving and analytical skills.
• The high degree of ownership in taking things from planning to execution to drive results.
• Hands on experience with data tools like Mixpanel, Metabase & basic SQL queries is a must.
• Knowledge of the E-Pharma or E-Commerce segment is a plus.
• In-depth knowledge & hands-on experience of digital analytics and an understanding of consumer behaviour.
• Experience in a high growth Start-up with similar responsibility.
• Understanding measurement tools like Appsflyer, GA, etc would be a plus

About Us:

Our vision is to make healthcare affordable and accessible to all. We are a technology-driven, telehealth platform that aims to reduce healthcare expenses multifold and improve healthcare outcomes by democratizing medicine purchases in India. We aim to become the go-to e-pharmacy for the