Head Customer Retention based at Mumbai

Job Description:

• • The activities and strategies a company uses to keep existing customers engaged and continuing to do business with them over time.
  • Narrower and more focused on the period after the initial purchase. It centers on building loyalty, reducing churn (customer loss), and maximizing the lifetime value of each customer.
  • To increase the percentage of customers who remain loyal to the company and make repeat purchases. It's about fostering long-term relationships.  
  •  Primarily focused on the period after the initial transaction and on maintaining the relationship over the long term.
  •  Customer Churn Rate, Customer Lifetime Value (CLTV), Repeat Purchase Rate, Retention Rate.   
  •  Proactive strategies including loyalty programs, personalized communication, and excellent ongoing service. Reactive strategies involve addressing customer complaints and trying to win back lost customers.   
  • Monitoring end-to-end management of loyalty programs for brands, ensuring seamless execution and customer satisfaction , Developing frameworks for strategic inputs, operations, and execution of customer engagement campaigns, driving customer retention and revenue growth ? Collaborating with CRM tech and analytics partners for planning and execution of customer engagement initiatives, optimizing campaign effectiveness .
  • Devising effective CRM strategies to drive repeat purchases and higher wallet share, contributing to overall business growth .
  • Directing overall customer retention activities and managing escalations, ensuring timely resolution and customer satisfaction