Customer Service Representative

Description:

• Responsible for driving reactivation of the leads with the help of end to end Customer Relationship Management Marketing and Life Cycle Management with the objective of achieving the monthly revenue growth targets
• Develop and execute detailed monthly plans across mediums (emails, WhatsApp, SMS, etc.) for achieving the sales targets with optimal CAC and ensuring profit targets are met
• Build and manage end to end life cycle journeys with planned interventions at each stage of the journey to ensure the maximum utilisation of the leads
• Design and deploy marketing automation and personalization technologies with tools to reduce the churn
• Segment and target customers effectively (micro segmentation, segment of one etc.)
• Set up automated journeys for reactivations and funnel conversion across various communication mediums e.g. WhatsApp, SMS, IVR, Email / Chatbot
• Competition monitoring, benchmarking, and gathering market intelligence
• Budget and ROI management - Plan and deploy the monthly budgets efficiently and track the spends effectively
• Optimise continuously to ensure high ROI and minimise CAC
• Manage relationships with vendors and tech partners in building and scaling CRM systems, analytical models, campaign management etc.

You'll be a right fit if:

• You have hands-on experience with platforms/tools such as MoEngage/ Webengage/ CleverTap.
• You are familiar with A/B and multivariate testing
• You enjoy end-to-end responsibility on campaign management (right from ideation to conceptualisation to creation of landing pages, emails, content, to implementation and monitoring)
• You have prior experience of working with customer segmentation

Must haves:

• 3+ year of relevant marketing experience
• Any experience leading a team is a plus.