Dear All,

About the Role

Birla Fertility & IVF is looking for a Customer Retention Management Digital Marketing professional to drive customer engagement, retention and reactivation through data-driven digital and CRM initiatives.

Key Responsibilities

- Develop and execute customer retention and re-engagement strategies.
- Plan and manage CRM/lifecycle marketing campaigns across email, WhatsApp, SMS, push notifications and other digital channels.
- Segment customers based on behaviour, engagement, treatment stage and other relevant parameters.
- Develop customer journeys for activation, engagement, retention and reactivation.
- Analyse customer data and campaign performance to identify opportunities for improving retention and conversion.
- Work closely with Digital Marketing, Performance Marketing, Business and CRM teams to drive customer engagement.
- Track key metrics such as retention, repeat engagement, reactivation, conversion and ROI.
- Conduct A/B testing and continuously optimise campaigns, messaging and customer journeys.




- Build dashboards and reports to monitor campaign and retention performance.
- Leverage automation and customer data platforms to deliver personalised communication.
- Identify customer drop-off points and develop initiatives to improve engagement and retention.

Candidate Profile
- 36 years of experience in CRM, Customer Retention, Lifecycle Marketing or Digital Marketing.
- Strong understanding of customer lifecycle and retention marketing.
- Hands-on experience with CRM/marketing automation platforms.
- Strong analytical and data-driven approach.
- Experience in healthcare, consumer, e-commerce or other customer-led businesses will be preferred.
- Good understanding of digital marketing channels, campaign optimisation and customer segmentation.
- Robust communication, stakeholder management and problem-solving skills.

Please share your CV at "(phone hidden)" or " [email protected]"

Thanks

Akashi

📌 Crm Executive || Birla Fertility & IVF- Gurgaon (Gurugram)
🏢 CK Birla Healthcare
📍 Gurugram