Senior Manager - Customer Retention & Acquisition

Bengaluru

About Team
The role rests with the Customer Retention team with the Revenue & Growth Management Function of Myntra. This team is responsible for driving retention and reactivation campaigns across various digital and direct marketing channels for Myntra. Among the primary objectives for the team includes churn reduction, driving better loyalty across early stage customers, premiumization and driving profitability from Myntra’s ever-growing customer base.


Roles & Responsibilities

Role:

  • Define the strategy for various customer cohorts (loyalists, active, dormant etc.) and drive the achievement of objectives for each of the cohorts
  • This role will be a people manager role – leading a team of 3+ people in driving the goal of improving repeat customer performance on the platform
  • This role also involves working with leadership team to define the future vision for the retention charter

Responsibilities:

  • Manage the design, planning and execution of retention/reactivation campaigns by collaborating with multiple stakeholders across various cross functional teams (CRM, Store, Marketing, Customer Experience etc)
  • Responsible for creating annual and monthly plans for critical retention metrics (Repeat Rate, Basket Size, Transactions Per Customer etc) and ensuring the achievement of the same
  • Work with Product/Engineering team to drive product ideas to improve the conversion of repeat customers across the Myntra platform
  • Help strengthen data led thinking and lead the development of customer intelligence frameworks (Churn prediction, Most Valuable Customer etc) across the retention charter
  • Publish periodic reports and prepare decks for reviews with Senior Management & Leadership
  • Mentoring and guiding other members in the team

Qualifications & Experience:

  • 5-7 years of strategy experience in consumer tech and/or top management consulting firms
  • Experience in consumer and platform growth projects is desirable
  • MBA from Tier 1 institute desirable
  • Efficient project management and collaboration skills. Should have demonstrated the ability to work independently in a highly demanding environment with strict deadlines
  • Strong comfort with data and ability to stitch stories and recommendations with through data insights
  • An open mind and pleasing personality with ability to make sense of ambiguity
  • Strong attention to detail and comfortable handling multiple projects
  • Good communication and presentation skills both written and verbal