- Location
- Mumbai, India
- Workplace
- Onsite
- Department
- IT
- Experience
- 1+ years
- Source
- Keka
Description
Executive/ Sr. Executive – Customer Lifecycle & Retention
Location: Mumbai (Onsite)
Experience: 1–3 Years
Department: CRM / Customer Lifecycle Management
About the Role
We are looking for a data-driven and customer-focused CRM Executive to manage customer lifecycle journeys, engagement campaigns, and retention initiatives across multiple communication channels. The ideal candidate should have hands-on experience with CRM automation platforms such as CleverTap, WebEngage, MoEngage or similar tools.
The role involves building and optimizing automated customer journeys, audience segmentation, campaign execution, experimentation, and performance analysis to drive engagement, retention, and revenue growth.
Key Responsibilities
- Create, manage, and optimize lifecycle journeys across Email, WhatsApp, SMS, Push Notifications, In-App, and other channels.
- Build and execute automated customer journeys for onboarding, activation, retention, re-engagement, churn prevention, and win-back campaigns.
- Create audience segments based on customer behavior, demographics, engagement, and transaction data.
- Set up and monitor campaigns in CleverTap, WebEngage, MoEngage, or similar CRM platforms.
- Conduct A/B testing on messaging, creatives, timing, channels, and user journeys to improve performance.
- Track campaign performance and share actionable insights through regular reporting.
- Work closely with Product, Analytics, Design, and Content teams to improve customer engagement and conversion.
- Ensure data accuracy and campaign quality through regular audits and testing.
- Analyze customer behavior and identify opportunities to improve retention, repeat usage, and customer lifetime value.
Required Skills & Qualifications
- 1–3 years of experience in CRM, Lifecycle Marketing, Retention Marketing, or Customer Engagement.
- Hands-on experience with at least one CRM automation platform such as CleverTap, WebEngage, MoEngage, or similar.
- Strong understanding of customer lifecycle management and marketing automation.
- Experience in customer segmentation, cohort analysis, and campaign optimization.
- Knowledge of Email, WhatsApp, SMS, Push Notifications, and In-App engagement channels.
- Strong analytical skills with the ability to interpret campaign and customer data.
- Familiarity with A/B testing methodologies and performance measurement.
- Basic understanding of SQL and analytics tools is a plus.
- Excellent communication and stakeholder management skills.
Preferred Experience
- Experience working in E-commerce, Fintech, Consumer Internet, HealthTech, EdTech, Gaming, Subscription, or Marketplace businesses.
- Exposure to retention, loyalty, subscription, or repeat purchase programs.
- Experience handling large customer databases and high-volume campaigns.
Skills
SQL