CLM/Retention Manager

7 days ago

bangalore, India Turno Full time
We are looking for a Retention Marketing Manager (CLM) to lead and accelerate our efforts around engaging and retaining existing customers and managing end-to-end funnel stage metrics for an acquired user to drive better retention. The role involves working closely with cross-functional teams and optimizing customer journeys by applying growth principles to drive performance. The key objective of the role is to own and execute an engagement and retention program (using 1st party and 3rd party audiences) that will be a big driver for the higher retention of different user cohorts and also push them towards EV vehicle buying along with acquiring new customers.
Key Responsibilities:
Drive the end-to-end customer lifecycle journey through various Engagement and Retention strategies across customer cohorts.
Execute and Manage key reactivation mediums like SMS/WhatsApp and Web channels.
Hands-on experience on Platforms like Clevertap, MoEngage and other martech tools.
Identify the customer and their personas, create relevant customer cohorts and strategies to target these customers effectively across channels.
Drive all marketing automation and Martech initiatives to develop and execute end-toend user journeys from onboarding to reactivation (win backs) using scalable platforms.
Conceptualize and set up automated journey-based campaigns while ensuring ideal frequency to the customer.
Analyse data in order to understand key pain points, effective communication, ideal conversion times, etc.
Work closely with the creative team to define WhatsApp templates for campaigns.
Work with Product, Tech, and Marketing functions to ensure improvement in user journeys and experience along with reducing pain points in the funnel.
Work closely with Customer support team, Logistics team to understand customer pain points on customer journeys and improve/optimize current processes with right comms.
Qualifications:
Graduate or Postgraduate.
1+ years of experience in creating mobile/web application journeys & campaigns on tools like MoEngage, Clevertap, etc.
Excellent copywriting skills to produce high-quality copies for marketing campaigns and journeys.
Hands-on experience with data tools like Mixpanel, Metabase & basic SQL queries is a p lus.
Knowledge of the lead generation journeys and activations is preferred
In-depth knowledge & hands-on experience of digital analytics and an understanding of consumer behavior

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