Digital Customer Experience Manager

1 week ago


Bengaluru, Karnataka, India Lovelocal Full time

Program Manager Job Description

Lovelyocal is seeking a skilled Program Manager to lead our Retention & CRM efforts. As a key member of our team, you will develop and execute campaigns with external and internal stakeholders to meet retention goals.

Key Responsibilities

  • Develop and execute campaigns to retain customers
  • Work with product, social, media, and performance marketing teams to build cohesive communication and achieve targets quarter on quarter
  • Scale up user retention in a single quarter via performance marketing, CRM, and product marketing campaigns
  • Improve digital CPO/CPU by enhancing AOF and Super user count
  • Program manage campaign burns and discounting strategies for target cohorts
  • Integrate event data with Appsflyer and Clevertap for attribute modeling
  • Demand an increase in retention with a reduction in CRC via cohort modeling and personalization
  • Drive habit formation amongst users through merchandising and CRM channels
  • Marketing automation using our own digital tools and CleverTap for an increase in monthly order frequency
  • Owning interventions during customer lifecycle such as installation, onboarding, activation, retention, and loyalty
  • Conceptualize marketing campaigns propositions leading to growth in transactions and revenue

Requirements and Skills

  • 7+ years of experience working on Retention marketing or CRM campaigns for consumer products
  • Must have experience in Clevertap platform and understanding of Marketing Automation and Cohort analysis
  • Data oriented, and believe that everything can be measured, since 'what gets measured gets improved'
  • Comfortable with ambiguity, believe in first principles and have the skill to transform broad ideas into action plans
  • Empathy towards users and colleagues, are creative and excited by ideating/building

Salary Information

The salary range for this position is ₹40-60 lakhs per annum, based on experience. This includes a base salary, performance bonuses, and stock options.



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