Customer Experience Specialist

2 weeks ago


Mumbai, Maharashtra, India beBeeRetention Full time ₹ 1,50,00,000 - ₹ 2,50,00,000
Job Description:

We are seeking an experienced CRM Marketing Lead to own and optimize all customer lifecycle communications across multiple channels.

This role will focus on both automated journeys and promotional campaigns, with a strong emphasis on customer retention, engagement, and loyalty growth.

Key Responsibilities:
  • Develop and execute a comprehensive multi-channel CRM strategy to engage, retain, and reactivate customers.
  • Manage end-to-end customer communication flows, from campaign ideation to execution and performance analysis.
  • Define and implement automated journeys for onboarding, engagement, churn prevention, and win-back.
  • Lead Web Push Notification campaigns, ensuring relevant targeting and impactful messaging.
  • Oversee Email Marketing, SMS, and WhatsApp Marketing for time-sensitive and high-impact communications.
  • Monitor retention metrics and identify opportunities to improve repeat purchase rates.
  • Support the development and promotion of the customer loyalty program.
  • Conduct A/B testing to optimize message copy, design, timing, and targeting.
Required Skills:
  • 6+ years in CRM marketing, retention marketing, or lifecycle marketing, preferably in e-commerce or digital-first businesses.
  • Hands-on experience with CRM tools and marketing automation platforms.
  • Proven success in managing multi-channel CRM campaigns.
  • Strong analytical skills with experience in segmentation, reporting, and data-driven decision-making.
  • Excellent copywriting skills for concise, persuasive customer communications.

A degree in Marketing, Business, Communications, or a related field is required



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