PBPartners - Manager / Deputy Manager - Retention & Growth Marketing / CRM Marketing

Manager - Retention & Growth Marketing / CRM the Role

We are seeking a performance-driven and customer-obsessed Manager / Deputy Manager - CRM to lead retention and growth marketing initiatives. This role will be pivotal in maximizing customer lifetime value (CLTV), repeat business, and loyalty, while directly contributing to revenue growth. The ideal candidate will combine strategic thinking with hands-on CRM expertise, leveraging data, technology, and innovation to build a strong retention engine for the business.

Key Responsibilities

1. Retention & Growth Strategy : Design and execute CRM-led strategies across In-app, Push, WhatsApp, SMS, Email, and BOT journeys to maximize retention, engagement, and repeat transactions.

2. Lifecycle Management : Own the end-to-end customer lifecycle, driving loyalty and increasing average revenue per user (ARPU).

3. BOT Journey Optimization : Create and refine automated journeys that enhance customer experience, reduce churn, and boost conversions.

4. Campaign Execution : Lead targeted, personalized campaigns for product launches, festive offers, and business growth initiatives.

5. Performance Tracking : Measure, analyse, and report campaign KPIs (retention %, repeat rate, churn reduction, revenue contribution) with actionable insights.

6. Cross-Functional Collaboration : Partner with Product, Sales, Services, and Tech teams to ensure CRM initiatives are aligned to business goals.

7. Innovation & Experimentation : Continuously test new engagement strategies, content, segmentation models, and campaign formats to unlock growth.

8. Creative Ownership : Work with design and content teams to deliver impactful customer communication.

9. Team Leadership : Mentor junior team members and build a high-performance CRM function.

Desired Skills & Competencies

1. Proven expertise in CRM tools such as CleverTap, MoEngage, WebEngage, or similar.

2. Strong understanding of customer lifecycle, retention strategies, and churn management.

3. Hands-on experience in executing multi-channel campaigns (Push, WhatsApp, SMS, Email).

4. Analytical mindset with ability to drive insights from customer data and optimize campaigns for business growth.

5. Excellent communication, problem-solving, and stakeholder management skills.

6. Ability to thrive in a fast-paced, cross-functional environment with a clear focus on business numbers and results.

(ref : iimjobs.com)