Retention Specialist

Role Overview

As a Retention Marketing , you will be responsible for enhancing customer retention strategies, improving channel efficiency, and implementing innovative marketing interventions. You will collaborate with various teams to optimize push contributions, leverage site properties for CRM, personalize customer engagement, and drive innovation in customer communication formats.

Knowledge and Skill / Qualification Requirements

● 3-5 years in retention marketing, lifecycle marketing, or a similar role within the e commerce or fashion industry.

● Strong proficiency in data analysis, campaign performance tracking, and deriving actionable insights.

● Familiarity with retention marketing tools and platforms (CRM, marketing automation tools, analytics platforms, etc.).

● Experience in managing cross-functional projects involving tech, analytics, and marketing teams. ● Ability to conceptualize and execute campaigns/events that resonate with Nykaa’s audience.

● Proven track record of driving customer engagement and achieving business growth through retention strategies.

● Strong communication and stakeholder management skills.

● Innovative mindset with a keen eye for emerging trends in customer retention and personalization.

Key Responsibilities

1. Push Contribution to the Site ● Improve channel efficiency by optimizing push notifications and CRM campaigns. ● Develop new interventions and customer journeys to enhance engagement. ● Implement more granular segmentation strategies to target different customer groups effectively. ● Experiment with newer formats, including copies, creatives, and templates to boost engagement.

2. Site Property - CRM ● Identify opportunities on the site that can be leveraged for CRM channels. ● Analyze site performance metrics and provide data-driven recommendations for improvement. ● Innovate new trends, ideations, and interventions to enhance CRM and site synergy. ● Monitor CRM channel performance and suggest curated pegs, content pages, and optimizations for the site.

3. Stakeholder Management ● Foster collaboration between category teams, brands, and internal stakeholders. ● Ensure balanced Share of Voice (SOV) across different categories to maintain fairness and effectiveness.

4. Personalization ● Deep dive into segmentation to enhance customer cohort health and engagement. ● Develop and implement propensity-based models to deliver relevant communication and offers to users. ● Conduct experiments on tier-based users and explore vernacular formats for better outreach. ● Unlock new Customer Touchpoint (CT) modules for enhanced personalization.

5. Innovation ● Explore and implement new templates for customer communication. ● Develop interactive creative formats and compelling copies to improve engagement. ● Identify and integrate new touchpoints within customer journeys for increased retention and conversion.