Customer Retention Specialist

We are looking for a proactive and detail-oriented Executive to manage and optimize our direct marketing efforts across WhatsApp, Email, SMS and RCS channels. The ideal candidate should have hands-on experience with campaign tools, a strong understanding of customer segmentation, and a passion for driving engagement and conversions through direct communication.

Work Exp: 1yr - 3 yrs

Role & Responsibilities:

Campaign Management

• Plan, execute, and monitor WhatsApp, Email, SMS and RCS campaigns in alignment with brand and business goals.
• Collaborate with category team and manage timely deployment.

Segmentation & Targeting

• Build and manage audience segments based on behavioral, transactional, and demographic data.
• Optimize communication by targeting the right audience with personalized content.

Automation & Journeys

• Set up and manage campaigns and automated flows (welcome series, cart abandonment, re-engagement, etc.).
• Use tools like Klaviyo, MoEngage, CleverTap, Interakt, or similar platforms.

Performance Tracking & Reporting

• Track open rates, click-through rates, conversions, and unsubscribe/bounce rates.
• Provide weekly and monthly performance reports with insights and recommendations.

Cross-functional Coordination

• Collaborate with content, design, and product teams to align messaging and ensure a consistent brand voice.
• Work with tech or CRM teams to ensure proper integration and data syncing between platforms.

Desired Candidate profile:

• Hands-on experience in WhatsApp, Email, SMS and RCS marketing
• Familiarity with tools like Mailchimp, Interakt, Kaleyra, Twilio, MoEngage, or equivalents
• Strong analytical skills and proficiency in Excel/Google Sheets
• Understanding of compliance and opt-in/opt-out protocols
• Bonus: Experience in e-commerce, D2C, or app-based platforms