Business Growth Specialist

2 days ago

Tirupati, Andhra Pradesh, India beBeeRetention Full time ₹ 8,00,000 - ₹ 10,00,000
Customer Retention Manager

At our rapidly expanding e-commerce company, customer retention is at the heart of our growth.

This role will focus on managing customer lifecycle journeys to drive repeat purchases and brand loyalty across digital channels. You will leverage data insights and creative campaigns to turn customers into brand advocates.

Key Responsibilities:
  • Design and Execute Customer Retention Strategies: Develop personalized customer journeys to onboard, engage, retain, cross-sell, win-back, and prevent churn.
  • Increase Repeat Purchase Rate, AOV, and CLV: Craft targeted CRM strategies to boost repeat business, average order value, and customer lifetime value.
  • Segment Customers using RFM and Behavioral Cohorts: Utilize Recency, Frequency, Monetary analysis and behavioral cohorts to identify high-value customers.
  • Own CRM Campaigns across Digital Channels: Develop and execute email, SMS, WhatsApp, and push notification campaigns with sharp personalization.
  • Collaborate with Marketing and Creative Teams: Partner with performance marketing and creative teams to design high-converting retention campaigns.
  • Ensure Consistent Brand Voice and Empathy: Ensure all CRM communications reflect the brand's voice, empathy, and care.
  • Strengthen Loyalty Program and VIP Initiatives: Drive sign-ups, redemptions, and customer delight through loyalty programs and VIP initiatives.
  • Develop Subscriber Programs to Improve LTV: Create subscriber programs to increase customer lifetime value.
  • Partner with CX Teams for Issue Resolution: Collaborate with customer experience teams to resolve issues and convert them into retention opportunities.
  • Track Key Retention Metrics: Monitor repeat rate, churn percentage, LTV, CAC:CLV ratio, and ROAS on retention.
  • Run A/B Tests to Optimize Messaging and Offers: Test messaging, cadence, and offers to optimize retention campaigns.
  • Build Weekly Dashboards and Insights for Leadership: Develop weekly dashboards and insights to inform leadership decisions.

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