Senior Manager - Retention Marketing & CRM Operations

New Delhi, Delhi, India | Consumer | Full-time


Consumer Team

The consumer team at Harappa is on a mission to make quality business education available and accessible to everyone. As part of this team, you will work with a highly talented group of your peers in developing business strategy, deploying marketing campaigns and drive adoption for Harappa’s direct-to-consumer business. You will need to be analytical, creative and an empathetic go-getter to fit in with this high-performing team to help create a large, high-growth business and solidify Harappa’s market leadership in this exciting space.


About The Role

As a Retention Marketing & CRM Ops Manager, you’ll be responsible for all customer nurturing activities along with retention, up-selling & engagement. You’ll need to have an understanding of consumer buying behaviors; along with a deep understanding of full-funnel marketing. You will be owning B2C targets, and also develop execution strategies for conversion rates.


What You'll Do

  • Manage & implement CRM for Harappa’s App
  • Develop & execute CRM strategy to drive conversion rates 
  • Define segmentation of customer base & map the entire customer journey to identify conversion & engagement opportunities
  • Create high impact omnichannel engagement lifecycle campaigns based on customer insights
  • Setup CRM workflows like onboarding, cart abandonment, buy-back journeys, etc.
  • Executing new monetization strategies for the existing customer base.
  • Analyze consumer patterns such as app download trends, conversion rate and competitor analysis to understand the effectiveness of media investment and advise on strategy.
  • Help plan and prioritize key marketing tactics across programs, to maximize country growth, revenue and efficiency targets.
  • Work closely with product, UI/UX & engineering to enable growth initiatives to drive bottom-line conversions
  • Monitor and ensure marketing campaigns deliver against monthly/annual targets in terms of paid users, free users etc.

What You'll Need

  • Bachelor's degree from a reputed institute 
  • Minimum 6 years of overall experience with 4+ years of relevant experience
  • Experience of working on Clevertap CRM
  • Experience in working with app first companies
  • Deep understanding of mar-tech
  • Customer lifecycle marketing experience 
  • Experience in consumer internet organizations
  • Strong understanding of marketing channel attribution, measurement frameworks, and key business and channel metrics.


What Will Be Great to Have 

  • Highly customer-obsessed thinking with a deep understanding of customer needs and aspirations. Skilled at decoding the price-value equation from a customer's perspective and an ability to speak the customer's language
  • Excellent communication, stakeholder management and organization skills. You will be required to work with a variety of stakeholders and teams of varying technical ability, and across a range of projects.
  • Ability to analyze and structure data, turn data into insights, and insights into actions that assist senior management and other stakeholders with decision making
  • Stellar problem solving and issue resolution skills with the ability to work effectively across stakeholders while maintaining quality and attention to detail
  • Strong analytical skills
  • Experience of working in a faced paced environment 
  • Understanding of performance marketing channels