CRM Head

Bangalore, Karnataka
Permanent
Full-time

2 months ago

Job Title:Head – CRM & Retention MarketingLocation:Bangalore, India (Hybrid)About Practo:Practo is on a mission to simplify healthcare access for a billion+ people. From connecting patients to trusted doctors, enabling seamless bookings, to offering virtual consults and diagnostics — we’re building a full-stack healthcare experience. Retention and customer lifecycle marketing is central to this journey.Role Overview:We are looking for a strategic and hands-on CRM & Retention Head to lead the lifecycle marketing function at Practo. In this role, you will define and execute a comprehensive retention strategy across App and Web, across all customer touchpoints — driving higher repeat usage, engagement, and long-term value.Key Responsibilities:📈 Strategy & Planning

Own the CRM and Retention marketing charter end-to-end: from segmentation to execution
Define the lifecycle journey across product lines (doctor bookings, teleconsults, diagnostics, etc.)
Lead retention and reactivation initiatives with measurable business impact

🧠 Customer Segmentation & Personalization

Develop deep understanding of user behavior across App/Web
Create dynamic audience segments based on transaction history, intent, usage patterns, and health profiles
Drive personalization across channels (Email, Push, SMS, WhatsApp, in-app, etc.)

🔄 Campaign Management & Experimentation

Build and manage lifecycle campaigns: onboarding, reactivation, churn prevention, win-back
Run A/B tests, cohort-level targeting, and journey optimization experiments
Work with design and product to build contextual triggers and nudges

📊 Data & Performance

Define CRM metrics & dashboards (DAU to MAU stickiness, repeat rate, LTV, CTR, ROI)
Monitor performance, identify drop-offs, and drive continuous improvement through analytics

🤝 Collaboration

Partner closely with Product, Growth, Content, Data Science, and Engineering
Manage CRM tools and automation platforms (CleverTap, MoEngage, WebEngage, Salesforce, etc.)
Mentor a team of CRM marketers, analysts, and campaign managers

Ideal Candidate Profile:

8–12 years of experience in CRM, lifecycle, or retention marketing, ideally with some exposure to high-frequency consumer tech (e.g. healthtech, e-commerce, fintech)
Strong grasp of data-driven marketing and behavioral segmentation
Hands-on experience with marketing automation tools
Analytical mindset with ability to derive insights from large datasets
Experience leading a team and collaborating cross-functionally
Bonus: Experience working with healthcare, wellness, or highly regulated industries

Why Practo?

Shape the retention strategy for one of India’s most trusted health brands
Work at the intersection of consumer, care, and cutting-edge tech
High-impact, fast-paced environment with autonomy and ownership

Practo

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