GUR AMAN
CRM & Retention Marketing Manager
Gurgaon
Summary
Experienced CRM & Retention Marketing professional with a proven track record of success in developing and implementing effective marketing strategies. Seeking a challenging position where I can leverage my skills and expertise to drive customer engagement, retention, loyalty & revenue growth.
Overview
11
11
years of professional experience
10
10
years of post-secondary education
Work History
Product Marketing Manager (CRM, FB, Product)
Bennett Coleman & Co. Ltd (Times of India Group)
11.2021 - Current
- Customer Engagement & Retention: Led the development of campaigns across Times Group properties, increasing logins, active users, and subscriptions through channels like emails, SMS, web push notifications, and pop-ups.
- Customer Lifecycle: Managed end-to-end customer lifecycle strategy, tailoring engagement based on profiles & content consumption behavior.
- Campaign Strategy: Devised and executed campaigns based on customer events on the website, introducing over 100 new campaigns and journeys.
- Meta Campaigns: Oversaw Meta/FB ads for 3 Times Group properties, boosting traffic and Monthly Active Users (MAUs).
- Product Management: Implemented website-level changes and contributed to product migration initiatives.
- Key Achievements: Architected and implemented a CRM system from scratch, contributing to a 15% MoM growth in user engagement (logins, returning users, subscriptions).
Senior Marketing Manager (CRM & Retention)
Shiprocket
05.2021 - 11.2021
- Revenue Generation: Developed engaging campaigns, driving new user acquisition and initial recharges through diverse channels such as emails, SMS, app push notifications, and pop-ups.
- Lead & Business Generation: Generated leads for Shiprocket's Fulfillment and Packaging business through targeted Email, SMS, and Web push campaigns.
- Campaign Designing: Designed campaigns aligned with customer activity on the website and app, overseeing the setup of acquisition and retention campaigns on Webenage and Intercom. Introduced 15+ new campaigns across five products.
- Data Analysis: Created dashboards and custom reports using Google Analytics and Internal DBMS to analyze and present channel-wise recharge data.
- Team Management: Effectively managed a team of 2 CRM executives and 1 Designer, ensuring seamless collaboration and successful campaign execution.
- Key Achievements: Drove an 8% MoM boost in first-time recharges while successfully implementing the Webengage CRM system from the ground up.
Customer Engagement Manager (CRM & Retention)
Livpure Smart Homes
09.2020 - 04.2021
- Campaign Designing: Crafted campaigns based on customer interactions on both the website and app, setting up all acquisition and retention campaigns from inception using Moengage. Introduced 10+ new campaigns across three products.
- Creative Ideation: Innovated communication ideas and provided input for the design of notifications, SMS, and email templates.
- Data Analysis: Developed reporting dashboards and prepared custom reports using Amplitude Analytics and Google Analytics to analyze campaign performance.
- Key Achievements: Established the CRM system from inception and achieved a continuous monthly growth of 12% in subscriptions.
Retention Marketing Manager
Seniority.in
04.2019 - 09.2020
- Revenue Generation: Develop and execute comprehensive plans for customer engagement, driving revenue through diverse channels including emails, push notifications, SMS, and on-site.
- Customer Lifecycle: Managed end-to-end customer lifecycle strategy, tailoring engagement based on profiles & buying behavior.
- Strategic Campaign Design: Create targeted campaigns based on website activity, including successful initiatives like Cart Recovery, Product Abandonment, Newsletters, Refill Campaigns etc. Orchestrated over 30 new campaigns.
- Creative Conceptualization: Provide innovative communication ideas for the design of Notifications, SMS, and Email templates.
- Key Achievements: Enhanced revenue conversion by 15% quarter by quarter and achieved a revenue generation of 1 Cr in the fiscal year 2019-20.
Sr. Analyst Online (CRM) Marketing
PolicyBazaar
10.2015 - 04.2019
- Lead & Business Generation: Devised monthly customer engagement plans to drive leads and revenue for PolicyBazaar through email, SMS marketing, and push notifications.
- Campaign Strategy: Formulated and executed marketing campaigns to enhance the customer experience and align with Business Unit (BU) objectives.
- Creative Ideation: Generated relevant concepts and proposals for developing Notifications, SMS, and Email Templates.
- Campaign Execution: Executed all campaigns seamlessly and punctually, employing proactive planning to minimize errors and maximize lead generation for the BU.
- Data Analysis: Developed reporting dashboards and custom reports to analyze the comprehensive performance of campaigns.
- Key Achievements: Achieved a remarkable 200% YoY increase in lead conversion, contributing to the generation of INR 6 Cr in revenue during the fiscal year 2017-18.
Quality Analyst (Voice)
Omniglobe International
12.2014 - 09.2015
- Auditing: Reviewing inbound calls for AT&T Uverse service and assessing and reporting on all agents within the international territory.
- Calibration: Conducted internal calibrations with AT&T client and collaborated with the quality and operations team to maintain consistent call scoring.
- Quality Analysis: Analyzing call trends, identifying training opportunities, and providing recommendations for improved quality and training needs. Conducting trend analysis based on monitoring results to enhance overall performance.
Account Manager
Commonfloor.com
03.2013 - 07.2014
- Business Development: Contributed to the AMS Team by maximizing user acquisition for our web-based portal.
- Marketing & Branding: Effectively managed and executed BTL marketing activities to promote CommonFloor's groups, playing a key role in re-branding CommonFloor AMS to CommonFloor Groups in the Delhi NCR Market.
- Direct Marketing: Spearheaded cold calling, email marketing, demos, presentations, and event execution initiatives.
Education
MBA - Marketing
IBS School of Business, Bengaluru
2013
BBA -
Guru Nanak Institute of Management & Technology
04.2001 - 04.2011
Skills
CRM Strategy Developmentundefined
Timeline
Product Marketing Manager (CRM, FB, Product)
Bennett Coleman & Co. Ltd (Times of India Group)
11.2021 - Current
Senior Marketing Manager (CRM & Retention)
Shiprocket
05.2021 - 11.2021
Customer Engagement Manager (CRM & Retention)
Livpure Smart Homes
09.2020 - 04.2021
Retention Marketing Manager
Seniority.in
04.2019 - 09.2020
Sr. Analyst Online (CRM) Marketing
PolicyBazaar
10.2015 - 04.2019
Quality Analyst (Voice)
Omniglobe International
12.2014 - 09.2015
Account Manager
Commonfloor.com
03.2013 - 07.2014
BBA -
Guru Nanak Institute of Management & Technology
04.2001 - 04.2011
MBA - Marketing
IBS School of Business, Bengaluru
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