Retention Marketing Manager

2 days ago

Mumbai, Maharashtra, India mirraw Full time ₹ 12,00,000 - ₹ 24,00,000 per year
About
With over 5 lac listed products, 5 million and counting customers worldwide, our mission is to bring the world's best ethnic designs to your doorstep. Based out of Lower Parel- Mumbai, Mirraw brings handpicked designs in ethnic jewelry, apparel, accessories & more.
Founded by Shailesh Jain & Anup Nair in 2011, our products make our customers look incredible. With a great fan following in India, US & Europe, Mirraw is focused on ethnic wear and has plans to dominate this space in the coming years.
Website:

Job Responsibilities:
  • Develop and execute comprehensive retention strategies to increase customer loyalty, reduce churn, increase new purchases and maximize customer lifetime value
  • Utilize customer data and analytics tools to segment the customer base, identify key retention drivers, and gain insights into customer behavior
  • Create and refine customer segmentation models to effectively target different customer segments with personalized retention campaigns using RFM ( Recency, Frequency & Monetary) analysis Intuition & data-driven approach to analyze consumer behavior and drive actions 
  • Analyze transaction data, curate consumer insights to retarget across channels
  • Analyze campaign & website transaction data to build consumer journey
  • Segment & retain customers Customer acquisition, retention & dormant customer reactivation through by Sending regular AMP (Accelerated Mobile Pages) Communication through Emails, Text Messages, App Notifications, etc
  • Automate communication sequences using Email, SMS, WhatsApp, push notifications
  • Analyzing data and conducting research to understand customer behavior and identify key pain points.
  • Monitor & manage the engagement, unsubscribes, reactivation, upselling, affinity & drop off journeys 
  • Collaborate with the content team to create engaging and relevant content that resonates with different customer segments, addressing their specific needs and pain points  and other teams,including product development, sales, and customer support, to align retention efforts with broader company goals
  • Conduct A/B tests to optimize retention campaign performance, and use the results to make data-driven decisions
  • Develop and refine customer journey maps to ensure a seamless and positive customer experience at every touchpoint.
  • Manage and enhance loyalty programs, rewards, and incentives to encourage repeat business and brand advocacy
  • Monitor and report on key performance indicators (KPIs) related to retention, such as customer retention rate, churn rate, and customer lifetime value
  • Manage the retention marketing budget effectively, ensuring a positive return on investment (ROI)
  • Analyze key product and business parameters (conversion, NPS, tech metrics, bounce rate) to design these marketing strategies and to track success metrics
  • Evaluate Customer Service Experience to identify areas of improvement


Requirements:
  • Bachelor's degree in marketing, business, or a related field. MBA or advanced degree is a plus
  • 3-6 years of proven experience in retention marketing, with a track record of successfully increasing customer retention and loyalty
  •  Proficiency in data analytics and the ability to use data-driven insights to inform marketing strategies
  • Proficiency in marketing automation and customer relationship management (CRM) software
  • Strong understanding of Customer Lifecycle Management, campaign management, customer success, etc
  •  A deep understanding of customer behavior and psychology
  • Creative thinking and the ability to develop innovative retention strategies.
  • Proven experience in managing Customer Retention tools like Clevertap, Hubspot, Netcore, Webengage, Moengage, Google Analytics, etc
  • Experience with A/B testing and other optimization techniques
  • Proven track record of successfully managing and growing revenue from existing customers.
  • Knowledge of relevant industry trends and best practices in retention marketing

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