Rohan Kamath

Head Digital Works specializes in developing games, content and online services.

• Used product analytics, LTV, cohorts, historical retention metrics, segmentation, and stage of engagement to develop retention strategies. 
• Handled budgets and optimize spends and performance based on trends and insights.
• Created automation processes and workflows using Zapier, Automate.io, and JIRA, and developed training programs to ensure proper implementation and smooth transition.
• Assessed the data to spot trends, understand end-to-end user journeys, and customer experience. Generated actionable insights and highlight areas that can be improved to accomplish key goals.
• Supported and worked alongside product and tech teams to implement the changes, develop new features essential for increasing retention, operational efficiency in back-office systems.
• Used tools like CleverTap (MoEngage/WebEngage) and delivered innovative high-impact campaigns, journeys using Google Ads, Facebook Ads, Email, SMS, In-App, App Inbox, IVR, and other channels.
• Monitored, analyzed reports of all campaigns, accessed against goals (ROI and KPIs), and tailored them to optimize and deliver business objectives.
• Initiated, owned and managed customer retention, engagement (customer lifecycle management), oriented practices, competitive landscape, and the industry to develop winning strategies.
• Collaborate with content and design teams to oversee SEO, ASO, ORM, and social media efforts. 
• Worked alongside the brand team to maintain brand salience and ensure brand consistency, governed by brand book across all collaterals and engagement channels.

Avetti Commerce provides multi-store e-commerce and marketplace solutions.

• Drove customer success outcomes; identified upsell opportunities, increased renewals, reduced churn, through higher product adoption, customer health scores, and drove growth through increased customer advocacy.
• Led the overall journey for customer success; mapped the customer journey, developed interventions for each step, drove engagement with customer marketing, analyzed data, customer feedback, and continuously improved the customer experience.
• Managed customer success activities such as onboarding, training, services, account management, and support.
• Measured the effectiveness of the customer success team with key goals, operational metrics, and outcomes for the team.
• Investigated the platform, business metrics, customer insights and collaborate with key stakeholders in product, development, and marketing teams to materialize improvement opportunities.