Retention Marketing Manager - D2C/eCommerce

Job Title: Retention Lead

Role Overview

We are looking for a Retention Marketing Manager to lead and execute retention initiatives to drive customer engagement, repeat purchases, and LTV. This role will be responsible for building and managing customer journeys across Email, WhatsApp, and SMS and will own both strategy and execution of campaigns.

Key Responsibilities

- Develop and execute a comprehensive retention strategy across email, WhatsApp, and SMS.

- Design and implement automated customer journeys for engagement, win-backs, and post purchase.

- Build and launch targeted campaigns to drive repeat orders, increase LTV, and reduce churn.

- Manage audience segmentation, personalization, and performance tracking at cohort level.

- Analyze campaign performance and customer data to continuously optimize content, timing, and targeting.

- Collaborate with creative, content and CX teams to ensure consistent customer experience.

- Maintain and evolve the CRM tech stack.

Requirements

- 4 to 6 years of experience in retention or lifecycle marketing in a D2C or e-commerce company.

- Hands-on experience with email, WhatsApp, and CRM tools (e.g., WebEngage, CleverTap, HubSpot etc.).

- Strong understanding of customer segmentation, cohort analysis and journey design.

- Analytical mindset & excellent execution skills.