100% remote job
Customer Retention Manager | Meals on Me | India
Retention Manager
Key Responsibilities:
· Sales Funnel Performance: Track and analyze key CRM and sales metrics, including conversion rates, lead velocity, time-to-close, and sales cycle length. Use data insights to refine lead nurturing strategies, ensuring that the sales team focuses on the most promising opportunities.
· CRM campaign – Plan, execute, measure, analyze and improve targeted CRM campaign across multiple customer channels of Email, Push Notifications, WhatsApp and SMS, that effectively engage customers, drive sales
· Identify opportunities to impact the customer journey across lifecycle stages such as onboarding, abandon, cross sell, reactivation & churn management
• Retention Strategy Development: Develop and implement comprehensive customer retention strategies that align with the company’s overall goals, focusing on increasing customer loyalty and engagement.
• Churn Management: Monitor customer… activity to identify patterns of disengagement or dissatisfaction and proactively implement churn prevention strategies, including personalized offers, loyalty programs, and engagement campaigns.
• Customer Feedback and Satisfaction: Regularly gather and analyze customer feedback to understand pain points and areas for improvement. Develop initiatives to improve customer experience and satisfaction.
• Customer Loyalty Programs: Design, implement, and manage loyalty programs that encourage repeat purchases and increase the lifetime value of customers.
• Segmentation and Personalization: Use customer data to segment the customer base and tailor retention strategies, ensuring that each segment receives relevant, targeted communications and offers.
• Cross-functional Collaboration: Collaborate with the sales, product, marketing, and customer service teams to ensure a unified approach to customer engagement and retention.
• Data Analysis and Reporting: Regularly analyze retention metrics, including customer lifetime value (CLV), retention rates, and customer churn. Report findings and recommendations to senior management.
• Customer Engagement Campaigns: Develop and manage multi-channel customer engagement campaigns across email, SMS, push notifications, and social media to maintain customer interest and loyalty.
• Proactive Engagement: Implement automated re-engagement campaigns to bring back inactive customers, using tailored messaging and offers to re-establish brand loyalty.
• Customer Communication: Ensure effective, consistent, and engaging communication with existing customers, maintaining regular touchpoints across digital and traditional channels.
• Team Leadership and Development: Lead, mentor, and train a team focused on customer retention, ensuring that they are aligned with the company’s retention goals and strategies.
Required Skills and Qualifications:
• Degree in Marketing, Business Administration, or related field.
• Proven experience in customer retention, lifecycle marketing, or CRM management, preferably within a subscription-based or e-commerce business.
• Strong analytical skills and the ability to interpret customer data to drive strategic decisions.
• Experience with CRM platforms, marketing automation tools, and customer segmentation techniques.
• Excellent project management skills, with a proven ability to plan and execute customer retention initiatives.
• Experience with loyalty programs, rewards systems, or subscription models is a plus.
• Strong leadership and team management skills, with the ability to inspire and guide a team toward retention goals.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with internal teams and customers.
• A creative, problem-solving mindset with a data-driven approach to designing and improving retention strategies.
• Ability to manage budgets and resources efficiently to maximize retention efforts and customer satisfaction.
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