Customer Retention Strategist

2 days ago


India Pilgrim Full time
About Pilgrim

Pilgrim, a rapidly growing beauty and personal care brand, offers 250+ SKUs across various product lines. With over 25,000 pin codes covered and a network of 1000+ offline stores, Pilgrim has become a prominent omnichannel brand.

The company prides itself on curating the world's best beauty secrets to create efficacious products that deliver results.

Job Summary

We are seeking a strategic and customer-centric professional to spearhead customer retention and loyalty efforts. This role involves optimizing the entire customer journey, leveraging data insights to drive targeted campaigns and loyalty programs.

Main Responsibilities:
  • Develop and execute comprehensive retention strategies to enhance customer loyalty and satisfaction.
  • Collaborate with cross-functional teams to map and optimize the entire customer journey, from initial engagement to post-purchase support.
  • Analyze customer data and market trends to identify opportunities for improvement.
  • Establish effective feedback loops to capture customer insights and translate them into actionable improvements in the customer experience.
  • Owning and managing the budget allocated for customer retention and loyalty initiatives is essential, ensuring a positive return on investment.
  • Utilize data-driven segmentation and journey optimization techniques for targeted retention efforts.
  • Lead the development and execution of multi-channel communication strategies and corresponding A/B (email, SMS, social media, etc.) to engage and retain customers actively.
  • Design and manage customer loyalty programs, subscription models, and referral initiatives to incentivize repeat business.
  • Stay updated with current industry trends and competitor activities to identify opportunities and best practices in customer retention and loyalty.
  • Implement targeted campaigns and initiatives to re-engage and retain customers.
Requirements:
  • A strategic thinker with a strong customer-centric mindset and 4-6 years of overall industry experience.
  • 3+ years of experience in customer retention, loyalty, CRM or related roles, preferably in the consumer space.
  • Familiarity with email marketing, marketing automation tools, and CRM stack.
  • Strong problem-solving skills and adaptability in a fast-paced environment with exceptional quantitative & analytical skills.
Location

Andheri, Mumbai



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