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Retention Specialist
QrataIndia10 hours ago
Job descriptionOwn the performance and growth of CRM paid channels : WhatsApp, SMS, RCS, and future new channels. Drive and achieve : o 50% growth during Sale Periods – Increase Visit contribution from 2.73% to 4.09%, and Revenue contribution from 4.06% to 6.09%. ▪ Key drivers : 55% growth in WhatsApp, 10% SMS, and 60% RCS. o 25% growth during BAU Periods – Increase Visit contribution from 1.86% to 2.33%, and Revenue contribution from 2.15% to 2.69%. ▪ Key drivers : 33% WhatsApp, 20% SMS, and 40% RCS. Continuously optimize campaigns for higher engagement and ROI. Manage and mentor CRM team members, ensuring : o Balanced ownership of channels and goals across the team. o Active collaboration, transparency, and shared accountability. Conduct regular working sessions to foster a high-performance and supportive team culture. Build and manage strong relationships with external vendors to : o Enhance channel features, reduce latency, and optimize deliverability and costs. Collaborate closely with internal stakeholders – Brand Managers, Category Managers, and Cross-functional teams – to : o Maximize CRM-led visibility and contribution to brand / category growth. o Align CRM efforts with business and marketing objectives. Identify and implement opportunities for : o AI-led automation in CRM workflows and campaign optimization. o Expansion of WhatsApp bots and integration of new customer-service touchpoints. o Personalized campaign journeys for users based on behavior, lifecycle, and preferences. Drive innovation to elevate customer experience and retention impact. Conceptualize and execute innovative site activation strategies to boost visits and engagement. Launch and own new CRM-led IPs (intellectual properties) and experiment-based activations. Foster a test-and-learn environment that pushes creative and performance boundaries.
Job Title - Associate Manager / Manager - Marketing & Communications
Role Overview -
Retention Marketing - Associate Manager / Manager to lead CRM growth across paid channels (SMS, WhatsApp, RCS, and more). This role is pivotal in driving both Visit and Revenue contributions during Sale and BAU (Business-as-Usual) periods, while also spearheading innovation, personalization, and experimentation across CRM touchpoints. The ideal candidate brings strong channel expertise, team management capability, vendor coordination experience, and a passion for driving customer engagement.
Knowledge and Skill / Qualification Requirements
- Bachelor degree or PGDM / MBA is a preferred with 1-9 years of experience in Retention / CRM Marketing, ideally in a high-growth B2C or e-commerce environment.
- Strong hands-on knowledge of paid CRM channels : WhatsApp, SMS, RCS; knowledge of automation tools like MoEngage, Clevertap, etc.
- Experience managing a team and working cross-functionally with marketing, category, and product teams.
- Exposure to AI, personalization, or automation within CRM is a strong plus.
- Strong analytical mindset with experience in performance tracking, cohort analysis, and experimentation.
Key Responsibilities
1. Revenue & Visit Growth via Paid CRM Channels
2. Team & Channel Ownership
3. Vendor & Stakeholder Program Management
4. Innovation via AI, Bots & Personalization
5. Experimental Activations & IP Development
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