Nov 2023 – Apr 2024 · 5 mos

• 1. Develop and execute end-to-end customer engagement and referral strategies.
• 2. Lead a cross-functional team responsible for executing engagement and referral initiatives.
• 3. Utilize data analytics to derive insights for continuous improvement in engagement and referral processes.
• 4. Collaborate with marketing, product, and sales teams to ensure an integrated approach to customer engagement and referral programs.
• 5. Implement and manage customer feedback mechanisms to gather insights.
• 6. Identify and leverage emerging trends and technologies for enhanced customer experience and successful referral campaigns.

Jun 2023 – Dec 2023 · 6 mos

• 1. Develop and execute comprehensive marketing strategies to drive referral program participation and business growth.
• 2. Collaborate with cross-functional teams to align marketing efforts with business objectives.
• 3. Analyze data and key performance indicators to optimize referral program effectiveness.
• 4. Lead the creation and execution of engaging marketing campaigns to promote referral initiatives.
• 5. Implement A/B testing and gather insights to continually improve referral marketing efforts.
• 6. Stay abreast of industry trends and competitor activities to inform marketing strategies.

Jun 2022 – May 2023 · 11 mos

• 1. Develop effective referral marketing strategies that incentivize customers to refer their friends and family to services.
• 2. Optimize the referral process and user experience on multiple platforms, including website, app, and social media channels, to increase the number of referrals from existing and new customers.
• 3. Work closely with engineering teams to identify and release new features that create referral opportunities, such as in-app sharing, optimizing referral touchpoints, and tracking.
• 4. Conduct ongoing market research to identify new referral opportunities, including identifying key customer demographics and behavior patterns.
• 5. Develop and execute tactical campaigns, via email, SMS, WhatsApp marketing channels, and social media promotions, to acquire more referrals and encourage customers to share their positive experiences with others.

Nov 2019 – Jun 2022 · 2 yrs 7 mos

• 1. Working towards improving the overall customer experience and user journey.
• 2. Steering the performance of internal marketing campaigns and optimizing for better conversions.
• 3. Assisting with product development, pricing, and new product launches as well as developing new business opportunities.
• 4. Planning and executing all communications to establish and maintain branding on all channels, including email, blogs, social media, and paid advertising platforms like Google Ads, Facebook/ Instagram Ads, etc.
• 5. Performing thorough competitor analysis to produce distinguishable brand positioning.
• 6. Liaising with various agencies for managing branding activities.

Mar 2018 – Nov 2019 · 1 yr 8 mos

• 1. Created targeted email content to increase customer engagement and drive sales.
• 2. Streamlined financial terminology on website and landing pages to improve SEO efforts and increase organic traffic.
• 3. Collaborated with the product development team to simplify user journey from acquisition to activation.
• 4. Optimized Google ads, Facebook, Instagram Ads, and landing page content to increase leads and conversions.
• 5. Planned and executed internal marketing campaigns to increase referral count.
• 6. Managed online reputation by addressing customer queries and resolving grievances in a timely manner.
• 7. Produced compelling social media content to enhance brand visibility and increase awareness.

May 2017 – Mar 2018 · 10 mos

• 1. Acted as the primary point of contact for customers, handling inquiries, and providing assistance with the company's products and services.
• 2. Maintained and developed positive customer relationships by providing prompt and efficient responses to customer queries, complaints, and feedback.
• 3. Utilized Customer Relationship Management (CRM) tools to track customer requests and issues, ensuring timely and effective resolution.
• 4. Collaborated with cross-functional teams such as sales and product development to identify and address customer pain points and improve overall customer experience.
• 5. Conducted regular follow-ups with customers to ensure their satisfaction and address any further concerns they may have.
• 6. Proactively sought customer feedback to identify areas for improvement and take informed strategic decisions.