Shahnawazz Kalawat — Growth Manager

🔹 Customer Retention & CRM Expert | Growth Marketing Leader With 11+ years of experience in CRM Management, customer retention, lifecycle marketing, and digital engagement, I specialize in designing and executing high-impact retention strategies that drive user engagement, reduce churn, and maximize ROI. Expertise includes marketing automation implementation, loyalty programs, and omnichannel strategy development, leveraging CRM software, predictive modeling, and behavioral analytics to enhance customer lifecycle management A data-driven approach ensures journey mapping, segmentation, and personalization strategies are backed by A/B testing, market trend analysis, and campaign performance tracking. Proficient in Salesforce Marketing Cloud, CleverTap, HubSpot, WebEngage, MoEngage, and SAP CRM, with hands-on experience in Marketing Cloud's Journey Builder and Automation ✨ Driving Growth Through Retention & Lifecycle Strategies 🚀 Achievements include: ✅ Reactivating 34% dormant users with innovative customer interaction strategies ✅ Boosting engagement rates by 14% through targeted lifecycle marketing and content strategy ✅ Increasing ARPU and ROAS via E-commerce media, affiliate marketing, and performance marketing initiatives 🎯 Multi-Channel Campaign Management & Optimization My expertise spans end-to-end digital campaign management, project management, and budget optimization across B2B and B2C businesses. Cross-functional collaboration with media, product, tech, and analytics teams ensures seamless execution of CRM campaigns in email, SMS, WhatsApp, push notifications, and direct marketing. Advanced churn analysis, user engagement tactics, and retention metrics analysis drive continuous improvement. Campaigns are optimized using Google Analytics, Tableau, and CSS/HTML-based CRM tools to refine customer experience, personalization, and funnel optimization. 📌 Expertise in CRM & Martech Ecosystem 🔹 CRM & Martech Tools: Salesforce, Oracle, CleverTap, HubSpot, Adobe Campaign, SAP CRM, WebEngage, MoEngage, SendGrid 🔹 Specializations: Marketing operations, cross-functional team collaboration, stakeholder management, and database management 🔹 Techniques: Marketing automation, customer acquisition, predictive modeling, and customer segmentation #Growth #Retention #UserRetention #CRM #CLM #CustomerRetention #Campaigns #Marketing #MarketingAutomation #Automation #Mobile #App #AppMarketing #GrowthManager #CRM Manager #Retention Specialist #CustomerSuccess #Success #Retention Manager #CustomerRelationshipManagement

Stackforce AI infers this person is a MarTech expert specializing in customer retention and engagement strategies.

Location: Mumbai, Maharashtra, India

Experience: 11 yrs

Skills

Customer Relationship Management (crm)
Retention Management
Customer Engagement
Customer Retention
Marketing Operations
Digital Marketing

Career Highlights

Reactivated 34% dormant users with innovative strategies.
Achieved 140% ROI during IPL seasons.
Expert in multi-channel campaign management.

Work Experience

YouGov

Retention Manager | Engagement Manager (APAC-MENA) (2 yrs 11 mos)

Tata Play Ltd

Manager - Retention and Engagement Marketing (1 yr 1 mo)

Games24x7

Senior Associate - Retention Marketing (3 yrs 9 mos)

Buchanan Group

Online Community Manager (8 mos)

Vizury

Internet Marketing Intern (2 mos)

Croma, Infiniti Retail Limited

Ecommerce Intern (1 mo)

Surmount Energy Solutions Pvt. Ltd.

Senior Marketing Coordinator (3 yrs)

Education

Customer Relationship Management (CRM) at Indian Institute of Management Bangalore (IIM Bangalore)

Master of Business Administration - MBA at Welingkar Institute of Management

M.Com at University of Mumbai

Diploma in Advertising & Public Relations at Welingkar Institute of Management

B.Com - Bachelors of Commerce at SIES College of Arts, Commerce & Science, Navi Mumbai

7th to 10th at Ryan International School

1st - 6th Std | Elementary Education at Navy Children School / Naval Public School

Shahnawazz Kalawat

Growth Manager

Mumbai, Maharashtra, India11 yrs experience

Most Likely To SwitchHighly Stable

Key Highlights

Reactivated 34% dormant users with innovative strategies.
Achieved 140% ROI during IPL seasons.
Expert in multi-channel campaign management.

Stackforce AI infers this person is a MarTech expert specializing in customer retention and engagement strategies.

Contact

shahnawazz.kalawat@gmail.com LinkedIn

Skills

Core Skills

Customer Relationship Management (crm)Retention ManagementCustomer EngagementCustomer RetentionMarketing OperationsDigital Marketing

Other Skills

A/B TestingAdvertising CampaignsAnalytical SkillsB2CB2C e-commerceBrandingBusinessBusiness DevelopmentBusiness OperationsCRM DatabasesCRM IntegrationCampaign ManagementCampaign TrackingCampaignsCustomer Acquisition

About

Experience

Yougov

Retention Manager | Engagement Manager (APAC-MENA)

Apr 2023 – Present · 2 yrs 11 mos · Hybrid

Planned and executed multi-channel marketing campaigns, including email, SMS, and push notifications,
increasing member engagement by 14% across Australia, India, and other regions.
Developed targeted lifecycle marketing strategies, reducing churn rates and enhancing retention metrics
through hyper-personalized campaigns.
Conducted market research and competitor analysis to identify growth opportunities in APAC and
MENA.
Managed a team of five to execute cross-functional projects seamlessly.
Achievements:
Introduced personalized survey campaigns with 20% higher conversion rates than industry benchmarks.
Reactivated 34% dormant members through innovative retention strategies.

RewardsCustomer Relationship Management (CRM)Retention ManagementIntegrated MarketingKey Account Acquisition & RetentionStrategic Planning+39

Tata play ltd

Manager - Retention and Engagement Marketing

Mar 2022 – Apr 2023 · 1 yr 1 mo · Mumbai, Maharashtra, India · On-site

Developed and implemented customer retention strategies, significantly reducing churn through data-
driven campaigns.
Enhanced customer experience through optimized touchpoints, campaign tracking, and journey
mapping.
Led A/B testing initiatives to refine campaign effectiveness and improve product features.
Achievements:
Optimized multi-channel communication strategies, including email, WhatsApp marketing, and in-app
messaging.

Customer AcquisitionRewardsNew Product RolloutCustomer Relationship Management (CRM)Business OperationsRevenue Generation+54

Games24x7

Senior Associate - Retention Marketing

Nov 2018 – Aug 2022 · 3 yrs 9 mos · Mumbai, Maharashtra, India · On-site

Executed over 150 retention campaigns, boosting ARPU and LTV of active users through targeted
customer segmentation and targeting.
Launched milestone-driven marketing campaigns, achieving 140% ROI during IPL seasons.
Collaborated with creative and technical teams to enhance app features and user engagement.
Achievements:
Improved email marketing open rates and reduced domain reputation issues through strategic
campaign planning and execution.
Achieved a 140% ROI during an IPL liquidity challenge by implementing a milestone-driven cash offer,
enhancing player engagement on the app.
Secured an 80% ROI through personalized milestone offers in a leaderboard-focused campaign.
Recognized with the Bright Beginnings Award in the second month for exceptional contributions and
commitment to campaign success.
Collaborated with cross-functional teams, including product, tech, operations, creative design, and
HTML teams, to plan, execute, and enhance app features and strategic product roadmaps.
Managed marketing budgets exceeding ₹70 crore/month, optimizing spend allocation and campaign
ROI.
Successfully executed Facebook ad campaigns for retention with an average ROI of 140%.
Awarded the "Bright Beginnings Award" at Games24x7 for exceptional contribution within the first two
months.
Designed hyper-personalized campaigns that outperformed industry engagement benchmarks by 25%.

Customer AcquisitionRewardsNew Product RolloutCustomer Relationship Management (CRM)Business OperationsRevenue Generation+60

Buchanan group

Online Community Manager

Feb 2018 – Oct 2018 · 8 mos · Mumbai Area, India · On-site

Managed digital campaigns for HomeTesterClub, driving engagement through tailored social media
strategies and data-driven insights.
Built online community of members Pan-India.
Conducted competitor analysis and content creation to strengthen brand positioning.
Drove business development and client servicing for both existing and prospective FMCG and OTC
clients

RewardsCustomer Relationship Management (CRM)Written CommunicationEnglishSocial MediaBusiness+4

Vizury

Internet Marketing Intern

May 2017 – Jul 2017 · 2 mos · Bengaluru Area, India · On-site

Generated leads through LinkedIn for email marketing and customer acquisition initiatives.
Nurtured and qualified leads, guiding them through the onboarding process on the platform.
Managed the sales funnel using HubSpot CRM to track and convert leads.
1. Inbound Marketing Strategies
2. Leveraging Social media to support building database
3. Pitching to leads & interested clients
4. Sourcing Information and Targeting Clients
5. Social Selling
6. Outbound Lead Validation
7. Lead Sourcing
8. Website Validation

Customer Relationship Management (CRM)Written CommunicationEnglishBusinessPresentationsDigital Marketing+13

Croma, infiniti retail limited

Ecommerce Intern

Mar 2017 – Apr 2017 · 1 mo · Mumbai Area, India

Mapped electronic attributes into the SAP Hybris tool.
Linked product specifications to the appropriate front-end category clusters.
Compiled and matched all backend attributes of product categories of Croma.com

Customer Relationship Management (CRM)Written CommunicationEnglishB2C e-commerceBusinessPresentations

Surmount energy solutions pvt. ltd.

Senior Marketing Coordinator

Jun 2013 – Jun 2016 · 3 yrs · Mumbai Area, India · On-site

Campaign Management:
Managed comprehensive social media campaigns from start to finish.
Planned, executed, and reported on Facebook ads using social media campaign management tools.
E-Commerce:
Oversaw online sales, e-commerce operations, and the launch of e-stores on platforms like Amazon,
Flipkart, and Snapdeal (B2B & B2C).
Successfully doubled e-commerce store presence and order volume, resulting in a 20% revenue
increase.
Conducted on-page SEO and competitive keyword analysis to enhance search visibility.
Managed the online reputation for all e-stores, ensuring positive brand presence.
Project Management:
Facilitated client servicing, coordination, consultation, and reporting between clients and internal
teams.
Provided consultation and ensured the fulfilment of client requirements.
Business Development:
Generated leads through email marketing, event marketing, and online webinars.
Marketed and demonstrated products to B2B vendors and potential clients.