Designation
Retention Manager
- Role & Responsibilities
- Required skill & qualification
- Identify avenues to gather customer feedback post FTD (First Time Deposit) to create unique user segments and user journeys across the lifecycle/user touchpoints
- Evaluate all communication platforms, content across all customer touch points post FTD (First Time Deposit)
- Continuous benchmarking of competitor activities, activations and marketing to ensure timely realignment of strategy wherever required
- Weekly tracking of target vs actuals and planning change in course of action to achieve overall monthly numbers
- Frame a personalized (one to one/engaging) communication strategy across the user touchpoints to build more user relevance, increase user engagement and retention
- Create a monthly calendar to guide on tonality, content and communication frequency
- Build automated communication triggers to increase customer engagement and delight basis customer journey and platform interactions
- Monitor communication calendar deployment and monthly targets to plan necessary course correction wherever required
- Daily monitoring of automated tasks/triggers to check execution, open rate, conversion rate and business impact
- Explore all avenues possible to improve the user experience and achieve the overall role objective
- Minimum 5-7 years’ experience in a Customer Engagement/Retention role
- Has excellent communication skills and capability of building engaging content
- Prior experience with Online Gaming company background would be preferred.
- Has worked on tools like or similar to CleverTap, Google Analytics, Mass SMS and Emails
- Understands customer/user psychology and building communication strategy accordingly
- Has masters or equivalent degree in Mass Media or Communications
