Senior Associate – CRM & Retention

Roles and Responsibilities We are seeking a highly motivated and data-driven Senior Associate – CRM & Retention Marketing to join our team. The ideal candidate will be responsible for planning, executing, and optimizing CRM campaigns across multiple customer engagement channels, including Web Push, App Push, SMS, Email, WhatsApp, Nudges, and In-App Notifications. The role requires expertise in customer segmentation, lifecycle marketing, retention strategies, and campaign optimization to drive engagement, repeat transactions, customer lifetime value (LTV), and revenue growth. Campaign Planning & Execution Execute and manage the CRM campaign calendar across Web Push, App Push, SMS, Email, WhatsApp, Nudges, and In-App Notifications. Drive CRM campaigns for customer acquisition, engagement, retention, referrals, product launches, and promotional initiatives. Build and manage automated customer journeys and trigger-based campaigns across the customer lifecycle. Ensure timely execution, monitoring, and optimization of all CRM campaigns. Customer Segmentation & Lifecycle Management Segment users using RFM analysis, behavioral cohorts, lifecycle stages, and engagement patterns. Develop personalized communication strategies for different customer segments. Design lifecycle journeys focused on onboarding, activation, engagement, retention, reactivation, and repeat transactions. Identify churn risks and implement targeted retention campaigns. Performance & Revenue Optimization Track and improve key CRM metrics including Open Rate, CTR, Conversion Rate, Retention Rate, Repeat Purchase Rate, and LTV. Drive revenue growth through highly targeted and personalized CRM initiatives. Conduct A/B testing across messaging, creatives, subject lines, timing, and channel strategies. Generate actionable insights and recommendations based on campaign performance and customer behavior. Channel Optimization Improve channel effectiveness and customer engagement across Email, SMS, WhatsApp, Push Notifications, and In-App channels. Optimize communication frequency and reduce unsubscribe/opt-out rates. Continuously evaluate and implement new CRM platform features and best practices. Stay updated on evolving capabilities within WebEngage and other CRM tools. Cross-Functional Collaboration Partner closely with Product, Analytics, Marketing, Design, and Content teams to execute CRM initiatives. Manage creative and content requirements to ensure high-quality campaign execution. Align CRM activities with business objectives and growth priorities. Experience and Essential Skills: Bachelor's degree in Marketing, Business, Communications, or a related field. 2–5 years of experience in CRM, Lifecycle Marketing, Retention Marketing, or Customer Engagement. Hands-on experience with WebEngage is mandatory. Strong understanding of customer segmentation, personalization, and marketing automation. Experience managing campaigns across Email, SMS, WhatsApp, Push Notifications, and In-App channels. Strong analytical skills with proficiency in Excel and reporting tools. Ability to work cross-functionally and manage multiple projects simultaneously. Experience in Healthcare, HealthTech, D2C, E-commerce or Consumer Internet businesses. Knowledge of customer retention strategies, churn reduction, and LTV optimisation. Why work with BeatO? An opportunity to make a meaningful impact on the lives of diabetic individuals across India. Take on challenging tasks and patients to boost your personal and professional skills. Learn from top healthcare professionals and diabetologists who are constantly making advancements in the industry. Work in a collaborative and supportive environment with a team at the forefront of the healthcare revolution in India.