Job Title : Retention
Specialist
[CRM
Specialist
]

Experience : 4+ years

Location : Bengaluru [onsite]

Job Description

Role overview :

We are seeking a highly analytical and results-driven CRM Specialist to join our marketing team. The ideal candidate will be a master of the customer lifecycle, with a keen focus on identifying and addressing drop-off points in our sales funnel on our e-commerce platform and/or Shopify website. This role is crucial for our customer retention and growth strategies, leveraging data and automation to personalize the customer journey, recover abandoned carts, and increase customer lifetime value (CLV).

Key Responsibilities
- Funnel Analysis & Optimization:
- Proactively monitor and analyse key performance indicators (KPIs) and customer behaviour data within the e-commerce funnel (e.g., website visits, product views, add-to-cart rates, checkout completion).
- Identify critical drop-off points and provide actionable insights to marketing, product, and sales teams to improve conversion rates.




- Develop and implement strategies to recover abandoned carts, including targeted email, SMS, and push notification campaigns.
- CRM System Management:
- Administer and optimize our CRM platform (e.g., Salesforce, HubSpot, Klaviyo, etc.) to ensure data accuracy, system integrity, and seamless integration with our Shopify store.
- Develop and manage customer segmentation based on behaviour, purchase history, demographics, and engagement level.
- Create and automate a variety of workflows and communication campaigns, including welcome series, post-purchase follow-ups, re-engagement campaigns, and loyalty programs.
- Customer Retention & Engagement:
- Design and execute personalized campaigns to nurture leads, drive repeat purchases, and build customer loyalty.
- Develop and manage customer feedback loops and surveys to gather insights and improve the overall customer experience.
- Implement and manage loyalty programs, exclusive offers, and persona

📌 Retention Specialist (Bengaluru)
🏢 OrangeShark
📍 Bengaluru