Crm Executive | Birla Fertility & IVF- Gurgaon

CK Birla Healthcare; Gurugram District; On-site; INR 900,000 - 1,500,000; Full time

Job summary

CK Birla Healthcare's Birla Fertility & IVF is seeking a Customer Retention Management Digital Marketing professional to design and drive data‑driven CRM initiatives that boost activation, engagement and reactivation across channels.

You will lead lifecycle marketing campaigns, segment customers, build journeys and dashboards, and collaborate with marketing and CRM teams to optimise retention, conversion and ROI through personalised messaging.

Qualifications

• 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.
• Experience in healthcare, consumer, e-commerce or other customer-led businesses will be preferred.

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.

Skills

CRM

Customer Retention

Lifecycle Marketing

Digital Marketing

Tools

CRM platforms

Job description

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.
• Strong communication, stakeholder management and problem-solving skills.

Thanks

Akashi