Retention Manager

Retention Manager

Job Description:

As Retention Manager, you will be responsible for crafting and executing strategies to retain, engage, and re-activate our user base. Reporting to the Customer Lifecycle Manager, you will play a key role in designing campaigns, automating journeys, and leveraging data to drive customer loyalty and maximize lifetime value (LTV). You'll collaborate across marketing, product, and customer experience teams to deliver cohesive and impactful communication.

Key Responsibilities:

Retention Campaign Strategy & Execution:

- Plan and implement targeted, data-driven retention campaigns to drive repeat bookings and prevent churn.

- Design customer journeys and communication flows across channels including email, SMS, push notifications, WhatsApp, and in-app.

- Launch and manage initiatives such as loyalty programs, win-back campaigns, and special offers for at-risk or inactive users.

CRM & Marketing Automation:

- Manage and operate lifecycle tools such as MoEngage, CleverTap, and other campaign platforms.

- Build automated workflows and campaign logic to engage users at key moments (post-purchase, idle periods, etc.).

- Maintain clean data pipelines and customer segments for precision targeting.

Customer Segmentation & Analysis:

- Conduct cohort analysis, funnel performance tracking, and behavior-based segmentation.

- Use retention analytics to derive actionable insights and influence lifecycle strategy.

- Monitor core retention metrics: churn rate, repeat rate, NPS, reactivation rate, LTV.

Cross-Functional Collaboration:

- Work closely with the Customer Lifecycle Manager, as well as with Product, Growth, and Support teams to ensure a seamless user experience.

- Align retention efforts with promotional calendars, feature launches, and service enhancements.

Requirements:

- 4-8 years of experience in CRM, retention marketing, or lifecycle marketing, ideally in a fast-paced consumer-facing business.

- Hands-on experience with CRM/CLM tools such as MoEngage, CleverTap, and campaign management platforms.

- Strong analytical and reporting skills; comfortable working with data to measure performance and optimize campaigns.

- Excellent project management and communication skills with the ability to juggle multiple campaigns at once.

- Experience in beauty/wellness, e-commerce, healthtech, or service-led platforms is highly preferred.