Customer Retention Lead

Company Overview

It is a dynamic company located in Bangalore that is focused on driving customer engagement and retention strategies within the consumer brand sector.

Job Summary

The Customer Retention Lead will be responsible for building and scaling brand’s retention strategy, which includes understanding customer churn and designing engagement programs to enhance customer loyalty. This role requires a strategic mind coupled with hands-on experience in cohort data analysis, CRM tools, and campaign execution, all aimed at improving customer retention metrics.

Responsibilities

• Own brand’s customer retention strategy end-to-end — encompassing diagnosis, execution, and measurement.
• Analyze customer cohorts to identify drop-off points, churn drivers, and segments of high Lifetime Value (LTV) customers.
• Design and launch lifecycle marketing programs such as onboarding, repeat purchase nudges, win-back flows, and loyalty/rewards initiatives.
• Collaborate with Data/Analytics to develop retention dashboards and predictive churn models.
• Work closely with Product and Tech teams to enhance the post-purchase experience, app/website engagement, and personalization efforts.
• Conduct structured experiments (A/B tests) to determine factors that improve retention metrics.
• Build business cases and ROI models for retention initiatives; present findings to leadership.
• Benchmark retention strategies against industry best practices within the D2C category and related sectors.

Qualifications

• Experience: 3–5 years of overall work experience.
• Educational Background: Degree in a relevant field preferred.
• Preferred Experience:
  • Prior experience at a top-tier consulting firm (e.g., McKinsey, BCG, Bain) is strongly preferred.
  • Experience in a consumer brand focused on retention, loyalty, or customer lifecycle challenges.
  • Direct consumer/D2C brand experience in a retention-focused role is also encouraged.
• Analytical Skills: Strong capability in data analysis, specifically in cohort analysis, LTV, and churn modeling.
• Technical Skills: Proficiency with CRM/lifecycle tools such as CleverTap, MoEngage, Braze, Klaviyo, or similar platforms is a plus.
• Problem-Solving: Structured problem-solving ability with a results-oriented approach.
• Communication Skills: Excellent stakeholder management and communication skills, comfortable presenting information to leadership.

Preferred Skills

• Specific experience in customer retention, loyalty, or CRM functions at a consumer, retail, or D2C brand.
• Familiarity with building or scaling loyalty programs.
• Knowledge of subscription, membership, or repeat-purchase business models.
• Passion for consumer brands in categories such as sneakers, fashion, or lifestyle.

Experience

• 3–5 years of relevant experience, with a strong emphasis on customer retention strategies and analytics.