Strategic Customer Retention Manager

3 weeks ago


Bengaluru, Karnataka, India GIVA Full time

Dear Applicants,

We are seeking a highly skilled Sr. Manager/AVP for Customer Retention at our head office in GIVA, Bangalore.

The ideal candidate will have expertise in end-to-end ownership of retention metrics, CRM activities, and NPS score improvement.

The successful candidate will lead the omnichannel strategy for GIVA, manage day-to-day activities associated with customer retention, and evaluate the loyalty program's performance.

The salary range for this role is approximately ₹2,400,000 - ₹3,600,000 per annum, commensurate with experience.

Key Responsibilities:

1. End-to-End Ownership

The selected candidate will be responsible for owning important retention metrics like Repeat Cohort and Repeats P&L.

2. CRM Activities

He/she will strategize and manage CRM activities for the brand, including WhatsApp, email, and SMS marketing.

3. NPS Score Improvement

The candidate will own the NPS score and strive to improve it along with different cross-functional teams.

4. Omnichannel Strategy

He/she will lead the omnichannel strategy for GIVA, ensuring seamless customer experiences across all touchpoints.

5. Day-to-Day Activities

The selected candidate will manage day-to-day activities associated with overall success and growth of customer retention and our loyalty program.

6. Loyalty Program Evaluation

He/she will evaluate the loyalty program's performance and investigate opportunities for improving multiple aspects of the program (Engagement, Retentions, features etc.).

7. Test and Learn Strategies

The candidate will build test and learn strategies to enhance the program's value for customers.

8. Market Research

He/she will lead market research to understand different strategies employed by companies to drive referrals and repeats.

9. Cross-Functional Collaboration

The selected candidate will lead cross-functional collaboration with brand, performance, content, social media, and influencer marketing teams to ideate and execute initiatives for customer retention.

10. Liaison with Cross-Functional Teams

He/she will liaise with cross-functional teams to drive initiatives for enhancing customer retention (e.g. warranty features, refresh, referral etc.) from a marketing perspective.

11. Loyalty Program Drive

The candidate will drive GIVA's loyalty program.

Key Skills and Qualifications:

1. Zeal to Learn and Experiment

The ideal candidate should have a zeal to learn and experiment.

2. Comfortable Communicating with Customers

He/she should not shy away from talking to customers and working cross-functionally.

3. Proficiency in Excel

The selected candidate should have proficiency in excel.



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