Manager - Retention Marketing

Role Overview:

Retention Marketing - 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 47 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:

Revenue & Visit Growth via Paid CRM Channels

- Own the performance and growth of CRM paid channels: WhatsApp, SMS, RCS, and future new channels.

Team & Channel Ownership

- Manage and mentor CRM team members, ensuring:

- Balanced ownership of channels and goals across the team.

- Active collaboration, transparency, and shared accountability.

Vendor & Stakeholder Program Management

- Collaborate closely with internal stakeholders Brand Managers, Category Managers, and Cross-functional teams to:

- Maximize CRM-led visibility and contribution to brand/category growth.

- Align CRM efforts with business and marketing objectives.

Innovation via AI, Bots & Personalization

- Identify and implement opportunities for:

- AI-led automation in CRM workflows and campaign optimization.

- Expansion of WhatsApp bots and integration of new customer-service touchpoints.

Experimental Activations & IP Development

- Conceptualize and execute innovative site activation strategies to boost visits and engagement