Retention Marketing Manager

Role & responsibilities

• Manage end-to-end CRM and retention campaigns across Email, SMS, WhatsApp and Push Notifications.
• Manage user retention funnel across activation, engagement, repeat purchase, retention and churn.
• Plan, execute and optimize CRM campaigns based on lifecycle stages and retention objectives.
• Create and optimize automated user journeys using CleverTap, MoEngage or WebEngage.
• Analyze customer behavior, engagement data and user segments to improve retention campaigns.
• Leverage customer data platforms (CDP) data, customer attributes and audience segments for personalized CRM campaigns.
• Manage CRM integrations and event tracking for new verticals, properties, products and launches.
• Coordinate with Product, Tech, Data and Business teams for CRM integrations and campaign execution.
• Prepare CRM reports covering ROI, retention, churn, funnel drop-offs, conversions and campaign performance.
• Identify journey drop-offs, churn trends and retention gaps and implement optimization initiatives.
• Support CRM platform enhancements, event implementation, integrations and issue resolution.

Preferred candidate profile

• 2+ years of experience in CRM, Retention Marketing or Lifecycle Marketing, preferably in B2C or eCommerce.
• Hands-on experience with CleverTap; exposure to MoEngage or WebEngage is preferred.
• Experience managing end-to-end retention funnels and customer lifecycle journeys.
• Exposure to Customer Data Platforms (CDP), customer data, segmentation and audience activation.
• Hands-on exposure to event tracking, event implementation and event validation for CRM journeys.
• Experience with CRM integrations for new verticals, properties, products or business launches.
• Understanding of user attributes, data flows, audience segmentation and CRM integrations.
• Experience in automated user journey creation, personalization and lifecycle marketing.
• Strong CRM reporting experience covering ROI, retention, churn, funnel drop-offs and conversions.