Summary
Overview
Work History
Education
Skills
Projects
Timeline
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Vivek Kumar

Vivek Kumar

Senior CRM Associate - Marketing
Durga Colony, Sector -39, Gurgaon,HR

Summary

CRM & Retention Marketing Specialist with 4.5 years experience in app-based businesses. Skilled in lifecycle campaigns, omnichannel strategy (Push, WhatsApp, SMS, Email), and tools like WebEngage, CleverTap, Gupshup. Delivered 30% CTR uplift, 18% increase in repeat purchases, and 15% LTV growth

Overview

4
4
years of professional experience

Work History

Senior Marketing Associate- CRM

BeatO
Gurugram
03.2024 - Current
  • Designed and executed personalized CRM journeys, leading to a 15% improvement in customer retention and 18% increase in repeat purchase frequency.
  • Optimized omnichannel messaging (Push, WhatsApp, SMS, Email, RCS) via WebEngage, resulting in a 30% boost in engagement rates and CTR uplift.
  • Implemented targeted reactivation, upsell, and cross-sell campaigns, driving a 30% revenue uplift and sustaining 10% month-over-month growth.
  • Managed end-to-end automated journeys, ensuring a seamless customer experience across all touchpoints.
  • Collaborated cross-functionally to align campaign strategies with broader business goals.
  • Conducted deep performance analysis to refine segmentation, improve personalization, and achieve a 15% increase in overall LTV.

Marketing Executive

Citymall
Gurugram
01.2021 - 02.2024
  • Executed retention and engagement campaigns via CleverTap, Gupshup, Karix, driving a 30% CTR increase through personalized, trending content.
  • Built omnichannel journeys (SMS, WhatsApp, Push) to improve engagement and repeat usage.
  • Managed campaign calendar, in-app merchandising (NXM, carousels), pricing, coupons, and catalog visibility to boost conversions.
  • Optimized in-app ads using Moloco, enhancing brand performance.
  • Contributed to building the organization to ~₹750 Cr ARR

Education

B.com (Hons.) - Financial Accounting

Magadh University
Bodhgaya, Bihar
04.2019

12th -

A.N College, B.S.E.B
Jehanabad, Bihar

10th -

High School Ikkil, B.S.E.B
Jehanabad, Bihar

Skills

CRM & Lifecycle Marketing

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Projects

  • Uninstall & Churn Reduction Strategy: Implemented an uninstall feedback system to capture user exit reasons and trigger personalised win-back campaigns, leading to a 20% reduction in uninstalls and improved overall retention.
  • Consultation Feedback System: Built and integrated feedback journeys post doctor and coach consultations, enabling real-time alerts to care teams and achieving 90% customer satisfaction.
  • Brand-Sponsored Ad Monetization: Led in-app ad placements and campaign strategy for brand-sponsored ads, delivering a 7x ROAS and contributing to incremental revenue.
  • Reactivation Lifecycle Campaigns: Designed personalized reactivation journeys for dormant users, driving a 15% improvement in customer retention across cohorts.
  • Cross-Sell Optimization: Revamped post-purchase and category-based journeys to increase cross-sell conversions from 7% to 12%, boosting AOV and repeat revenue.

Timeline

Senior Marketing Associate- CRM

BeatO
03.2024 - Current

Marketing Executive

Citymall
01.2021 - 02.2024

B.com (Hons.) - Financial Accounting

Magadh University

12th -

A.N College, B.S.E.B

10th -

High School Ikkil, B.S.E.B

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Vivek KumarSenior CRM Associate - Marketing