Marketing Manager

Job Title: Marketing Manager

Job Summary:

We are looking for a proactive and detail-oriented Marketing Manager to support customer retention and engagement initiatives across channels. The role involves campaign planning, execution, customer segmentation, journey management, reporting, and coordination with internal teams to drive repeat purchases and customer lifecycle growth.

Key Responsibilities:

1. Drive Customer Retention Initiatives: Own and drive retention initiatives across both online and offline channels, with a focus on increasing repeat purchases, customer lifetime value, engagement, and overall customer retention.
2. Cohort Strategy & Customer Segmentation: Ideate and strategize customer cohorts based on lifecycle, purchase behavior, category affinity, channel preference, engagement, and customer value to identify growth and retention opportunities.
3. Business Understanding & Problem Solving: Develop a strong understanding of GIVA's business, customer behavior, product categories, channels, and key business objectives to identify retention opportunities and translate them into actionable initiatives.
4. End-to-End Initiative Ownership: Take ownership of retention projects from ideation to execution and go-live — including defining the objective, identifying the target audience, developing the strategy, coordinating with stakeholders, executing the initiative, and tracking business impact.
5. CRM Campaign Management: Execute and optimize customer communication across channels such as WhatsApp, Email, SMS, Push Notifications, and App/Web banners, ensuring the right customer receives the right communication, offer, and message at the right time.
6. Online Retention: Drive initiatives to improve repeat purchase, app adoption, category migration, reactivation, and customer engagement across GIVA's online ecosystem.
7. Offline Retention & Omnichannel Growth: Coordinate closely with the SPOC and stakeholders of GIVA's offline network to design and drive initiatives that improve offline repeat purchase, customer engagement, online-to-offline migration, and overall omnichannel customer value.
8. Loyalty & Rewards Management: Manage and coordinate loyalty rewards SKUs, ensuring availability, relevance, communication, and operational execution of rewards linked to customer loyalty and retention initiatives.
9. Cross-Functional Coordination: Work closely with Offline, Online Revenue, Product, Technology, Analytics, Design, Content, Category, Finance, and other relevant teams to take retention initiatives live and ensure smooth execution.
10. Campaign & Initiative Performance: Monitor and analyze performance across initiatives, including customer engagement, conversion, repeat purchase, revenue, retention, and other relevant business metrics, and identify opportunities for optimization.
11. Test, Learn & Optimize: Conduct A/B testing and experimentation across cohorts, offers, communication, journeys, channels, and customer propositions to identify scalable retention levers.
12. Customer Lifecycle & Journey Management: Build and optimize customer lifecycle journeys across different stages, from first purchase and repeat purchase to reactivation and dormant customer engagement.
13. Campaign Calendar & Execution: Own retention calendars, ensure timely execution of campaigns and initiatives, and maintain strong campaign hygiene, audience exclusions, targeting accuracy, and execution quality.
14. Reporting & Insights: Prepare regular performance reports and translate data into actionable insights, recommendations, and new retention opportunities.
15. Drive Projects Independently: Take ownership of assigned retention projects, proactively identify gaps and opportunities, build the execution plan, align stakeholders, and drive the project through to successful go-live and post-launch optimization.

Required Skills and Qualifications:

1. Bachelor's / master's degree in marketing, Business, Communications, or related field.
2. 2-3 years of experience in CRM, retention marketing, lifecycle marketing, or digital marketing.
3. Basic understanding of CRM tools such as CleverTap, MoEngage, WebEngage, or similar platforms.
4. Comfortable working with Excel/Google Sheets and campaign reporting.
5. Strong communication and coordination skills.
6. Attention to detail and ability to manage multiple campaigns simultaneously.
7. Basic understanding of customer funnels and e-commerce metrics is preferred.