Manager- Customer Retention Management

• Developing and executing the user Retention Strategy to optimize Key Performance Indicators including customer lifetime values, key touch points, retention/churn levels and average revenue per player.
  
• Analyzing data to identify different userssegment design targeted campaigns for each segment
  
• Creation and implementation of an optimized daily/ weekly/ monthly campaign program (retention and reactivation both automated and not automated), tailoring communication to different customer segments identified through CRM tool
  
• Tracking financial effectiveness of scheduled campaigns through regular reporting, including details of customer behavior, game play and value addition
  
• Make strategic recommendations on necessary fundamental changes in order to drive user engagement, retention and profitability
  
• Control of the overall retention bonus spending and achieve revenue growth Month on Month

Benefits

What we are looking:

• 2+ years of proven experience with customer life cycle management across multi-brands / products / regions, preferably in online gaming
  
• Hands on experience on at least one CRM tool (CleverTap, Webengage, MoEngage etc)
  
• Analytical, data-driven and well-versed with Excel
  
• Knowledge of CRM Statistics, Analysis and Tools, all involving the retention, reactivation and communication to customers are mandatory.
  
• Strong team player and comfortable working in fast-paced, matrix environments.