Job Description

Position : Retention Manager

Company Name : Supertails

Location : Bangalore

Must-have skills :

- MS-Excel

- Data-Driven

- CleverTap

- CRM Tools

Relevant Experience :

- Very strong analytical skills

- Should be able to work on building insights

What you will do:

- Responsible for key KPIs of customer retention, frequency, Average order value of returning customers, LTV, conversion rates

- Will be responsible to improve retained users / driving repeat

- Drive and monitor A/B and multivariate experiments to optimize key performance metrics

- Responsible for designing engaging customer journeys and loyalty programs to improve customer experience over the longer term

- Managing strategy and communication across all customer touchpoints

- Executing the strategy across touch points in coordination with the acquisition team, customer delight, product, brand, supply chain

- Creating the required communication across channels in terms of content, video, text, audio, images, etc as required in coordination with the agency /in-house team

- Conducting customer research, survey, direct customer calls, and visits to understand customer feedback, profile, reasons for drop off, needs

- Testing, along with evolving our segmentation strategy and scaling our loyalty program to create a best-in-class experience for our customers.

- Work closely with key stakeholders in creative, marketing, technology vendors and more to develop and execute initiatives that drive customer loyalty and engagement.

- Develop robust measurement strategies - both at the campaign level - and at the customer segment level, to measure the short-term and long-term impact of communication/retention strategies

Qualifications

- 1+ years of work experience in e-commerce, growth functions, and product marketing (start-up experience preferred)

- Strong analytical skills, data orientation, and excellent written and oral communication skills

- Bachelor\'s degree in Business, Marketing, or Communications

- Good understanding of customer journeys - Retention journeys, website experience, delivery experience, etc

- Experience working with internal and external partners for increasing the lifetime value of customers

- Good understanding of multi-channel campaigns across email, push, in-app, WhatsApp, etc

- Proven track record of growing and analyzing CRM/retention programs and experience in CRM tools like Clevertap, MoEngage, Adobe, etc.

- Strong foundation in cross-sell/upsell strategies

- Shopify experience is a plus

About Us:

Supertails.com is a first-of-its-kind platform that supports the ever-increasing pet parent community by providing trustworthy veterinary care and a one-stop solution for pet food and supplies.

Supertails.com is differentiated by its unique proposition of being a fully digital teleconsultation service made available through a team of highly experienced in-house veterinarians and behavior experts. With doorstep delivery services available across the country, the brand aims to bring pet parents closer to the largest assortment of pet supplies from India and across the globe.

IIM Jobs