- Develop and execute strategies to reduce churn and focusing on growth initiatives and retention
- Design & implement new retention campaigns that help increase customer retention
- Analyze customer data and create monthly plan for retention metrics e.g. (Repeat Rate, Transactions Per Customer etc.) and ensuring the achievement of the same
- Prepare periodic MIS for the senior management.
- Plan and execute Email, SMS ; Push Notification campaigns throughout the entire customer life cycle, using marketing automation and in house tools.
- Ideally from E-Commerce, Healthcare, FMCG Industry
- Previous experience in handling customer retention automation tool will be an added advantage.
- Problem-solver: To be able to identify & anticipate problems proactive & reactive.
- Customer Empathy: To be able to think from a perspective of a customer.
- Self-organized, passionate with a can-do attitude.
- Data-Driven
- Team-player
- Work with multiple stakeholders to plan, implement & measure all branding efforts & strategies across multiple markets
Customer Retention Manager - Mumbai, India - Dr. Vaidya's
Description
About RP-Sanjiv Goenka Group:
The RP-Sanjiv Goenka Group is a diversified conglomerate with interests across Energy (Power, Renewables, Chemicals), Consumer (retail, food services), Entertainment (media, music, sports) and technology businesses. The group overall has 15+ companies, 45,000+ employees with gross assets close to INR 40,355 Cr. The group has been growing at more than 20% p.a. for the last 5 years, and wishes to embark on an even more aggressive growth trajectory over the next 5-10 year horizon.
Background – FMCG Business
RPSG FMCG Business has made strong initial inroads by creating a new segment of snacks in the Indian market, with its brand "Too Yumm" In a short period the brand has established itself across India as a strong choice vis a vis of traditional fried. This was possible by bold investments in product design and go to market. The division also has forayed into traditional snacks and Ayurveda ( Dr Vaidya's). The group is now in earnest to build the FMCG business in India through bold organic growth and acquisitions.
Background – Herbolab India Pvt Ltd.
Dr Vaidya's is a new age Ayurvedic company that strives to bring the traditional, time-tested goodness of Ayurveda to 21st-century customers. Founded by the Vaidya family, whose expertise spans 150 years of Ayurvedic heritage, their formulations and knowledge for Ayurvedic Products have been passed down from generation to generation through dedicated practice. Today, the company owns 100+ FDA approved, proprietary formulations for Ayurvedic medicine. Products sold online (owned channel i.e. and third party channels i.e. Amazon, Nykaa, Netmeds, Medlife, Pharm easy etc.) as well as & offline stores (including Noble Plus, Twenty Four Seven etc.).
Roles & Responsibilities:
Qualification:
Minimum of 4-7 years' work experience in Customer Retention Marketing (CRM)
activities.