Customer Retention Strategist
2 days ago
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 SummaryWe 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.
- 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.
Andheri, Mumbai
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