Head - Retention and Consumer Lifecycle Marketing

Gurugram, Haryana, India | Marketing | Full-time


About Grofers : Grofers is the 5th largest organized grocery retailer in India clocking an annualised GMV of Rs.3000 crore. It is also the fastest growing grocer in India, having operations in 16 cities across the country.

About the Role : 

As a growth leader in the marketing team, this individual will be leading a team of 10+ highly motivated professionals to develop and implement strategies to improve customer retention, achieve monthly revenue targets and manage end-to-end strategic partnerships. The individual will also play a key role in aligning various key stakeholders from other functions in improving customer retention and managing monthly and quarterly big-ticket events. This position reports to the Head of Marketing and works closely with both the Founders of the organization.

Roles & Responsibilities:

  • Create quarterly and annual business plans by designing and planning strategies for the growth of revenue from existing users of the platform
  • Ideate, build & execute consumer lifecycle programs to drive retention, reactivation, engagement and onboarding with a focus on Conversions, LTV & repeat purchases
  • Manage end-to-end ownership of monthly and quarterly promotional events to maximise revenue
  • Drive adoption, renewal and consumption of existing loyalty program members through CRM channels
  • Innovate, launch, and grow new marketing programs on the platform in areas such as consumer delight, loyalty, recommendation and automated marketing
  • Create, implement and optimize daily/weekly/monthly campaigns (retention and reactivation - both automated and not automated), tailoring communication to different customer segments identified through CRM tool and data warehouse
  • Manage end-to-end promotions budget of the platform to maximise revenue while optimising CPO
  • Work closely with the Brand Management and Acquisition team to build processes for customer onboarding process in the channel mix to maximise retention
  • Work closely with Business Analytics and Digital Marketing teams to build prediction models in order to optimise re-engagement strategies
  • Work closely with Consumer Product and Customer Service teams to prioritize projects for retention
  • Own end-to-end responsibility of marketing and strategic alliances with payment and non-payment partners for the brand 
  • Work closely with external partners to build campaigns around re-engagement and transactions

Desired Skills & abilities:

  • 10+ years of experience in user management, consumer lifecycle or CRM roles in consumer-oriented businesses
  • A hustler and a leader with great attention to detail
  • A keen sense of ownership, speedy execution and resourcefulness
  • Demonstrated skills in managing complex processes with multiple business owners, making trade-offs against business priorities
  • Passion for data, metrics and quantitative/qualitative analysis, and ability to turn analysis into actionable marketing plans
  • Ability to develop strategies and measurable implications with strong analytical skills
  • Prior experience of managing and developing people and skills is a must
  • Prior experience of working with internet companies will be a plus
  • MBA/PGDM in Marketing from a premier Indian/International B-School

What’s in for you:

  • Opportunity to work with and lead revenue growth for one of the largest grocery retailers in the country
  • Learn in a unique marketing environment that is at the epicentre of 3 rich industries – FMCG, retail & online commerce
  • Experience a once-in-a-lifetime growth curve, with Grofers having grown at 200% in FY2019
  • Best-in-class remuneration and stock options