Crm Executive || Birla Fertility & IVF- Gurgaon

Dear All,

About the Role

Birla Fertility & IVF is looking for a Customer Retention Management Digital Marketing professional to drive customer engagement, retention and reactivation through data-driven digital and CRM initiatives.

Key Responsibilities

• Develop and execute customer retention and re-engagement strategies.
• Plan and manage CRM/lifecycle marketing campaigns across email, WhatsApp, SMS, push notifications and other digital channels.
• Segment customers based on behaviour, engagement, treatment stage and other relevant parameters.
• Develop customer journeys for activation, engagement, retention and reactivation.
• Analyse customer data and campaign performance to identify opportunities for improving retention and conversion.
• Work closely with Digital Marketing, Performance Marketing, Business and CRM teams to drive customer engagement.
• Track key metrics such as retention, repeat engagement, reactivation, conversion and ROI.
• Conduct A/B testing and continuously optimise campaigns, messaging and customer journeys.
• Build dashboards and reports to monitor campaign and retention performance.
• Leverage automation and customer data platforms to deliver personalised communication.
• Identify customer drop-off points and develop initiatives to improve engagement and retention.

Candidate Profile

• 36 years of experience in CRM, Customer Retention, Lifecycle Marketing or Digital Marketing.
• Strong understanding of customer lifecycle and retention marketing.
• Hands-on experience with CRM/marketing automation platforms.
• Strong analytical and data-driven approach.
• Experience in healthcare, consumer, e-commerce or other customer-led businesses will be preferred.
• Good understanding of digital marketing channels, campaign optimisation and customer segmentation.
• Strong communication, stakeholder management and problem-solving skills.

Please share your CV at "[phone removed]" or

" [email removed]"

Thanks

Akashi