Manager- Customer Retention Marketing

Tata CLiQ is the flagship digital commerce initiative of the Tata Group. It is a multi-category e-commerce platform, operating across categories such as Fashion, Footwear and Accessories, Beauty, and Luxury. It has a unique omnichannel marketplace model offering customers the convenience of quicker delivery (by shipping from store), easy pick-up and returns, across 1,200+ brands and 1,000 stores in 100+ Indian towns and cities.
At CLiQ:
We obsess over customer delight.

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We are out there to find an alternate way of doing e-commerce.
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We carry an attitude to develop a culture of learning and continuous improvement, both for people and processes.
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We believe in Uncomfortable Transparency.
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We will always be respectful, empathetic, and caring about the well-being of our teams.
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we encourage experiments and creativity in Technology.
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We develop and use technology to enhance day-to-day life and have a positive impact on customers.
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• We encourage experiments and creativity in Technology.
  We are committed to strengthening diversity, equity, and inclusion at the workplace through an enabling environment, supportive work-life policies for employees, and a culture that welcomes differences and creates a sense of belonging. We strive to create a work environment where all employees can develop and grow to achieve their full potential. We are an equal opportunity employer and are committed to maintaining respect and dignity for all"
  As the Manager of Customer Retention Marketing at Tata CLiQ, you will play a pivotal role in leading our CRM efforts across all three verticals. Your primary focus will be to strategize, collaborate with teams, and drive the achievement of App Retention & Engagement KPIs. Your responsibilities will encompass end-to-end planning of CRM channels, working closely with various teams to optimize strategies, and leveraging technology for automation and personalization.
  Key Objectives of the Job:
  Lead and oversee the comprehensive CRM efforts across Tata CLiQ-s verticals, ensuring effective engagement and retention strategies.
  Collaborate with a team to develop and execute strategies that meet App Retention & Engagement KPIs.
  Major Deliverables:
  Channel Planning Ownership:
  Manage the entire spectrum of CRM channels including Email, Notification, SMS, WhatsApp, and Browser Notifications, ensuring comprehensive planning and execution.
  Sales Planning Collaboration: Work in conjunction with the Category team to strategize and achieve channel-specific targets for visits, orders, revenue, and conversion rates.
  Content Strategy and Feedback: Collaborate with the Content/Creative team to identify impactful user nudges, providing feedback on successful strategies.
  Calendar Optimization: Plan monthly calendars to align with specific category requirements and optimize for CTRs and Conversions.
  Analytical Insight Generation: Develop and analyze dashboards for campaign optimization, providing insights and accurate reporting for informed decision-making.
  Retention Initiatives: Spearhead initiatives to boost repeat purchases, frequency, order/user ratio, and Customer Lifetime Value through targeted cohort strategies.
  CRM Tech Implementation: Define capabilities and drive implementation of necessary CRM tech for automation and personalization in coordination with the tech team.
  Ownership of Sales Events: Manage and own monthly/quarterly/annual sale events, ensuring maximal revenue and engagement targets through meticulous campaign planning and execution.
  Key Skills:
  Bachelor's degree in marketing, Business, or a related field. An MBA is advantageous.
  Proven track record as a Retention Marketing Manager, particularly within the E-commerce and marketplace domains.
  Experience in retention or other CRM marketing activities with hands-on expertise in CRM channel operations (e.g., Clever tap, Mo-Engage, Web Engage).
  Strong analytical skills with proficiency in data-driven decision-making, utilizing tools like Omniture, Google Analytics, and SQL.
  Proficiency in customer segmentation and personalization techniques to deliver targeted and relevant communications.
  Experience in team management, handling direct reports, and effectively managing multiple stakeholders.
  Join us at Tata CLiQ to drive impactful CRM strategies, optimize customer retention, and contribute to our continued success in the e-commerce industry!
  The opportunities we have are perfect for highly motivated and talented candidates.
  We are looking for candidates who have a strong passion for customers, a high level of comfort with uncomfortable transparency, and a keen sense of ownership and drive to deliver results.
  So QUiQ - PiQ - CliQ before the opportunity is missed.