Manager – Win Back Lost Customer Marketing

Job Description

Manager – Win Back Lost Customer Marketing

Experience – 3-4 years worked on retaining customers and have worked upon winning back lost customer .The role involves working on all channels (Online + Offline) to drive lost customer on all properties (Store, App, and Website)

Roles & Responsibilities

  1. Take responsibility for the customer unhappiness and provide a solution.
  2. Build a win back campaign around the idea that you have heard a customer’s complaint and addressed them. Idea is to pitch right communication and offer to win back after listening to customer
  3. Identify low cost campaigns to win back lost customer.
  4. Coordinate with ORM team to daily listen about the issues and complaints from customer.
  5. Work closely with CRM and marketing team to strategize and execute campaigns for lost customers.
  6. Work with teams across functions( such as digital marketing ,merchandising, operations, IT, e commerce etc. ) in evaluating and implementing optimal marketing automation solutions from time to time
  7. Work on re-engaging + targeting lost customers to bring back ensuring cost of re engaging and winning back lost customer is low.
  8. Prepare plan and reports of promotional campaigns with analysis against business metrics
  9. Work with marketing and T Com team to help develop strategies to win lost customer.
  10. Ensure the cost for winning back lost customer is tracked and is minimum.
  11. Coordinate with digital agency to plan and execute to achieve set KPI
  12. Tracking and analyze competition ( offline and online ) on regular basis 
  13. Manage Budget Vs Expense
  14. Understanding customer behavior and feedback by visiting stores and collaborating with ops team on ground. Should visit stores weekly twice.

Ideal Profile

  1. An analytical bent of mind with ability to collate, analyze and present data to drive clear insights into the business and make decisions to meet retention KPI
  2. Strong technical & analytical skills are must
  3. Good functional understanding of all digital marketing channels 
  4. Experience of user retention and engagement strategies 
  5. Growth hacking mindset 
  6. Clarity in thinking with good communication skills ( written & verbal )
  7. Adept at quick decision making, self-motivated, passionate, team player
  8. Good knowledge of E commerce industry dynamics.
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Trilochan Singh
+91 98200 83514