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Designation: Senior Manager - User Retention and Analytics Experience Level: - At least 6+ years experience - Relevant Experience in Consumer Internet company - Loyalty or CRM programme experience - Experience in using CRM tool - Degree educated (specialist in Maths or Business Statistics preferable) Description: Rapido is India's leading Bike Taxi application focused on making your daily intracity commute more time-efficient and economical. As the Customer Retention Manager, you will be expected to drive customer retention across all channels through CRM and Loyalty activities at Rapido. You will be overall business Customer Champion, with responsibility for the Single Customer View database system and campaign management tools. You will be responsible for the strategic campaign development as well as the analysis and insight from all CRM and Loyalty activity. The role requires you to have strong strategic, creative and organisational skills, and a passion for deriving insight from data. Responsibilities: - Own and revise charter for Customer experience. Solving key customer pain points/experience enhancements by working closely with different function. - Strategic planning and execution of all CRM and Loyalty campaigns to deliver against customer service and retention KPI's. - Identify opportunities to drive incremental revenue from existing customers at key stages of their relationship with us. - Map customer journey and develop listening points in the journey. - Working with analytics team to setup, update and track all the key performance factors involving customer service. - Identify opportunities to grow the database; in valuable customer segments. - Forecast, manage and monitor department budget. - Working with the ads creative and operations team to ensure that there is enough visibility of the product. - Prepare customer engagement plans for different cities using multiple communication channels. - Influence future lifetime value through higher product adoption, customer satisfaction and overall health success. Required Skills: - Proficiency with Microsoft Excel, SQL, Advanced Analysis techniques. - Proven experience in managing and coordinating multi-channel marketing campaigns (with the multi - channel user journey/ user experience in mind at all times) - Excellent quantitative aptitude and ability to perform market analysis. - Excellent database / CRM knowledge and expertise in reading / understanding data - Strategic thinker and ability to offer marketing solutions to activate seasonal marketing strategy. - A team player with good planning and organizational skills and the ability to manage own workload - Should be a team player, working alongside people from all walks of life
