Retention Marketing Manager

Skill Set Required -

• 3+ years of hands-on experience in Retention marketing/Growth Marketing or Lifecycle Marketing, preferably in a B2C or E-Commerce environment.
• Strong knowledge of Basics of Retention Marketing requires i.e. Different Journey use cases, Campaign analysis metrics, retention workflows and more.
• Strong command over CRM tools, especially CleverTap (experience in tools like MoEngage, WebEngage is a plus).

Key Responsibilities

• Retention Strategy: Develop and execute retention plans aligned with business, customer lifecycle, and revenue objectives.
• CRM Campaigns: Own end-to-end campaign planning, execution, and optimization across Email, SMS, WhatsApp, and Push.
• Customer Journeys: Design, build, launch, and optimize automated lifecycle journeys across key customer stages.
• Segmentation & Cohorts: Create behavioural, lifecycle, transactional, and cohort-based segments to drive targeted engagement.
• Retention Funnel: Monitor the end-to-end retention funnel, identify drop-offs, and drive initiatives to improve retention and repeat transactions.
• Performance Analysis: Track, analyse, and report key CRM metrics including open rates, CTRs, conversions, retention, and churn through daily/weekly/monthly performance reports, dashboards, and actionable insights to support performance tracking and data-driven decision-making.
• Data-Driven Optimization: Identify gaps and improvement areas using data analytics and continuously optimize campaigns, journeys, and communication strategies.
• Tech Advancements & Event Implementation: Support implementation of new CRM features, event tracking, and tech enhancements, proactively identify and coordinate bug fixes with relevant teams.
• Customer Insights: Leverage consumer feedback and behavioural data to refine user journeys, communication, personalization, and CRM campaigns.
• CRM & MarTech: Own event tracking, triggers, integrations, and CRM platform enhancements in collaboration with Tech/Product.
• Cross-Functional Execution: Partner with Product, Tech, Creative, Content, and Business teams to deliver retention initiatives.
• Growth Opportunities: Identify and implement new lifecycle programs, journeys, and retention initiatives to drive customer value and business growth.