Customer Retention - Senior Manager

About Rapido

Founded in 2015, Rapido is India's leading multi-modal mobility platform. What began with bike taxis has rapidly evolved to include auto-rickshaws, cab-hailing, and peer-to-peer deliveries. Today, Rapido commands a dominant 70% market share in bike taxis, 40% in auto rides, and holds the second-largest position in the cab segment with a 22% shareestablishing us as the overall market leader in ride-hailing. With over 4 million rides completed daily and more than 2 billion rides served to date, Rapido operates in 200+ cities and is aggressively expanding toward a presence in 500 cities. In 2024, we proudly achieved unicorn status with a valuation of $1.1 billion. Driven by technology and innovation, we're expanding into new categories while remaining committed to improving last-mile connectivity and empowering livelihoods at scale.

Job Summary:

As a Senior Manager in CRM team, you will be responsible for developing and executing effective strategies aimed at increasing user engagement, reducing customer churn and increasing customer lifetime value. The ideal candidate will have a deep understanding of customer behavior, strong analytical skills, and experience in developing and implementing successful retention campaigns.

Job Responsibilities:

Develop and execute CRM strategies: Design and implement comprehensive CRM programs across the customer lifecycle, including onboarding, engagement, retention, win-back, and loyalty initiatives.

Customer Segmentation: Deeply understand customer segments and their unique needs and preferences. Develop targeted campaigns and personalized experiences for each segment.

Channel Management: Leverage a multi-channel approach, including push notifications, in-app banners, email, SMS, WhatsApp, and other relevant channels to deliver timely and impactful messages.

Data Analysis & Insights: Analyse customer data, campaign performance, and market trends to identify areas for improvement and optimize campaigns for maximum ROI.

A/B Testing & Experimentation: Conduct rigorous A/B testing and experimentation to continuously optimize campaigns and identify the most effective strategies.

Team Leadership: Lead and mentor a high-performing team of CRM specialists, providing guidance, training, and support.

Stakeholder Collaboration: Collaborate closely with cross-functional teams, including Product, Marketing, Discounting, and Category teams, to align on strategic initiatives and ensure seamless execution.

Stay Updated: Stay abreast of the latest CRM trends, technologies, and best practices in the industry.

Job Requirements:

Proven Experience: Seeking a professional with 5+ years of experience in CRM Or Customer Marketing roles preferably in a consumer-internet company of scale, with a strong track record of success in driving customer engagement and revenue growth

Team Leadership: Proven experience in leading and mentoring high-performing teams

Data-driven approach: Strong analytical and problem-solving skills with the ability to analyze data, draw insights, and make data-driven decisions

CRM Platform Proficiency: Proficiency in CRM tools such as Clevertrap/Moengage/Webengage

Graduates or Post graduate from Tier-1/Tier-2 college

Ability to work in a fast-paced environment and manage multiple projects simultaneously

Interview Process:

• Round 1 Manager Round
• Round 2 BU Head Round

Why should you join Rapido

Be part of the team that powers India's largest bike taxi and mobility platform. At Rapido, you'll:

• Build apps used by millions daily across diverse cities.
• Solve complex engineering challenges in real-time rides, GPS, and payments.
• Work with the latest Android (Kotlin, Jetpack Compose) and iOS (Swift, SwiftUI) tech stacks.
• Take end-to-end ownership of features that directly impact users and captains.
• Grow in a fast-paced, product-first culture where your work makes a real difference.

Excited to solve challenges Join Rapido & chase bigger milestones too!