Strategic Customer Retention Specialist

1 week ago

Mumbai, Maharashtra, India beBeeCustomerEngagement Full time US$ 72,000 - US$ 96,000

Job Title: Customer Engagement Strategist

This is a full-time onsite role and requires relocation to Sharjah, UAE. We are seeking a strategic Assistant Manager Loyalty & CRM to shape customer engagement and retention strategy.

Key Responsibilities:

  • Loyalty Program Evolution: Shape and own the loyalty and CRM strategy, ensuring alignment with brand objectives, customer needs, and market opportunities.
  • Targeted CRM Campaigns: Develop and implement campaigns (e.g., email, push notifications, in-app messages, SMS) for customer onboarding, retention, re-engagement, and win-back, aligned with marketing objectives and promotional calendars.
  • Cross-Functional Influence: Utilize data to create highly granular segments based on order history, preferences, behavior, demographics, and app usage patterns to deliver personalized experiences.
  • Campaign Performance Analysis: Monitor, analyze, and report on CRM campaign performance, customer churn rates, lifetime value (LTV), and engagement metrics, providing actionable insights for continuous improvement.

Loyalty Leadership:

  • Reward Catalog Management: Design and manage the rewards catalog, point accrual rules, and redemption processes, ensuring a compelling and desirable value proposition for members.
  • Segmentation Strategies: Lead the evolution of KFC's loyalty program to deepen engagement and repeat transactions.
  • Tier-Based Benefits: Collaborate with digital, operations, and product teams to integrate loyalty benefits seamlessly into the customer journey.

Analytics Driven Decision Making:

  • Metric Understanding: Translate complex datasets into actionable insights for leadership, clearly communicating implications and recommended actions.
  • A/B Testing Experience: Understand and monitor metrics including CLV, churn, redemption, and campaign effectiveness.

Required Qualifications:

  • Bachelor's degree in Marketing, Business, Data Analytics, or related field.
  • 4–6 years of hands-on experience in CRM, loyalty marketing, or customer lifecycle management.
  • Proficiency in analytics tools (e.g., Google Analytics, SQL) and CRM platforms (e.g., Clevertap, Salesforce, Braze).
  • Demonstrated ability to translate data into strategy.

Benefits and Culture:

We offer competitive salary, medical insurance, paid annual leave, flexible working hours, career growth opportunities, and an exciting work environment.

About This Role:

This role offers an opportunity to develop your skills and expertise in customer engagement and retention strategies, and contribute to driving business growth through innovative solutions.

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