Digital Customer Experience Manager

7 days ago

Mumbai, Maharashtra, India Wizdom: Books and Podcasts Summaries in 15 Min Full time

Wizdom, a leading provider of 15-minute book summaries and podcasts insights, is seeking a highly motivated Digital Customer Experience Manager to join our marketing team. This is a remote internship role that offers the opportunity to work with a dynamic team and contribute to driving customer retention and growth.

We are looking for an individual who is passionate about creating exceptional customer experiences and has a strong understanding of marketing automation best practices. As a Digital Customer Experience Manager, you will play a crucial part in designing, implementing, and optimizing automated campaigns across various channels, including email, SMS, and in-app messaging.

Key Responsibilities

  • Marketing Automation Strategy & Execution:
  • Manage and optimize our marketing automation platform (e.g., Clevertap) to create personalized campaigns focused on customer retention and growth.
  • Design and implement automated email, SMS, and in-app marketing campaigns based on customer behavior, segmentation, and lifecycle stage.
  • Develop nurturing workflows and drip campaigns to re-engage inactive users, reduce churn, and improve customer lifetime value (CLV).
  • Customer Segmentation & Personalization:
  • Build and maintain dynamic customer segments based on demographics, purchase history, engagement level, and behavior.
  • Develop and execute personalized messaging strategies for different customer segments to enhance the customer experience.
  • Continuously refine segmentation strategies to ensure targeted and effective communication across the customer journey.
  • Lifecycle Marketing & Customer Journeys:
  • Map out and optimize the customer journey to ensure seamless interactions at each stage of the funnel.
  • Work with the product and content teams to design lifecycle marketing programs that guide users from onboarding to conversion, retention, and advocacy.
  • Implement triggered campaigns for key lifecycle moments (e.g., onboarding, cross-sell, upsell, renewal, win-back).
  • Campaign Performance & Analytics:
  • Track, analyze, and report on the performance of marketing automation campaigns, focusing on key retention and growth metrics such as churn rate, reactivation, and engagement.
  • Use A/B testing, cohort analysis, and other data-driven methods to optimize email content, delivery timing, and customer touchpoints.
  • Collaborate with the data team to ensure accurate reporting and tracking of campaign success.
  • Retention & Growth Initiatives:
  • Collaborate with the growth marketing team to develop retention and loyalty programs that incentivize repeat purchases and increase customer lifetime value.
  • Identify opportunities to introduce new touchpoints or features that will enhance customer engagement and retention.
  • Implement referral programs, loyalty rewards, and personalized offers to drive growth among the existing customer base.
  • Cross-Department Collaboration:
  • Work closely with user support, customer success, and product teams to ensure that marketing automation strategies align with broader business objectives.
  • Coordinate with the content and design teams to create high-quality, engaging assets for automated campaigns (e.g., email templates, landing pages, messaging).

Estimated Salary Range: $60,000 - $80,000 per year.

Qualifications:

  • Education: Bachelor's/Master's degree in Marketing, Business, Data Science, or a related field.
  • Experience: 1+ years of proven experience in marketing automation, email marketing, or lifecycle marketing.
  • Technical Skills: Hands-on experience with marketing automation tools such as Webengage/Clevertap or similar platforms.
  • Familiarity with email marketing best practices, CAN-SPAM compliance, and deliverability optimization.
  • Basic understanding of HTML/CSS for email customization and troubleshooting.
  • Data-Driven Mindset: Strong analytical skills with the ability to interpret data, track KPIs, and generate actionable insights to drive campaign performance.
  • Project Management: Ability to manage multiple campaigns simultaneously and prioritize tasks effectively in a fast-paced environment.
  • Attention to Detail: Strong focus on accuracy and maintaining data integrity in marketing automation platforms.
  • Communication Skills: Excellent written and verbal communication skills, with a knack for crafting compelling, personalized messaging for customers at different stages of their journey.

Benefits:

  • Competitive salary and benefits package
  • Opportunities for professional development and growth
  • Collaborative and supportive work environment

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