Job Description

- I am currently hiring for a leading multi-player skill-based gaming company in the real money gaming space. Company is in consistent growth with robust profitability over the years. With a team of over 100 passionate & creative people.

- Candidates from Gaming, D2C, media, ecommerce industry should apply. Candidates extensively from Customer retention & Customer loyalty experience will only be preferred.

- Candidates should also carry knowledge or hands on experience of CRM Tools like MoEngage, Clever Tap, Salesforce etc.

Person joining as a Customer Retention Management Manager would hold following responsibilities:

1. Customer growth- Drive increase in number of active players and their lifetime value by owning the entire retention and reactivation funnel

2. Segmentation - Understanding player behavior & develop customer segmentation based on value, frequency, recency etc. to build customized retention programs

3. Personalization- Design and deliver personalized retention marketing and create exceptional user experiences through customized bonus, loyalty programs, referral marketing etc.

4. Engagement: Lead the execution of multi-channel customer engagement initiatives across all channels (email, push notifications, direct mail, and in-app) and analyze customer feedback received through the support center

5. Data Analytics- Leverage data and deep customer insights to identify and execute innovative programs that continually push CRM initiatives to the next level.

6. Performance management- Constantly track, review, and improve the KPIs

7. Benchmarking & Experiment- Continuously benchmark with market best practices and implement pilot testing to experiment with campaign content, channel, frequency, and cohorts.

8. Communication: Lead the design and development of CRM reporting dashboards; establish templates and processes for regularly sharing CRM progress and results with key stakeholders

9. Product Improvement & Automation- Identify areas of improvement in the product and work closely with the Data Analytics, Product, Technology, and Communications teams to establish a smooth, timely, and error-free execution of CRM campaigns

Job Location: Hyderabad

NOTE: Candidates with minimum 5 years or plus experience should apply.

- Profiles matching the criteria will only be contacted.