Retention Manager / Senior Retention Manager – D2C (Asaya)

Company Overview

(Company overview not specified)

Job Summary

The Retention Manager / Senior Retention Manager will own the complete customer lifecycle journey across Shopify and all customer touchpoints. This role is crucial in developing and executing data-driven retention strategies, CRM automation, customer engagement programs, loyalty initiatives, and ensuring customer support excellence, thereby contributing significantly to the organization’s goals.

Responsibilities

• Develop and implement customer lifecycle strategies that enhance customer engagement and loyalty.
• Manage CRM and marketing automation processes across various channels including WhatsApp, Email, SMS, and RCS Marketing.
• Analyze data from Shopify analytics to improve marketing strategies and customer interactions.
• Collaborate with cross-functional teams to enhance customer support and foster retention programs.
• Conduct cohort analysis and A/B testing to evaluate the effectiveness of retention strategies.
• Drive loyalty programs and ensure a high level of customer support management.

Qualifications

• Experience Required: 7–10 years in CRM, Retention Marketing, Customer Lifecycle Management, or Customer Engagement.
• Industry Experience: Previous experience in a D2C/eCommerce brand is mandatory; experience in skincare, beauty, personal care, wellness, or FMCG brands is a strong advantage.
• Proven track record of improving key metrics such as Repeat Purchase Rate, Customer Lifetime Value (LTV), Retention Rate, and CRM Revenue Contribution.
• Key Skills: Customer Lifecycle Management, CRM Strategy & Automation, Shopify capabilities, and expertise in marketing via WhatsApp, Email, SMS, and RCS.

Preferred Skills

• Strong understanding of D2C consumer behavior.
• Experience scaling retention programs and hands-on execution capabilities.
• Analytical mindset with strong data analysis skills.
• Exceptional stakeholder management abilities.

Experience

• A minimum of 7–10 years in relevant roles within CRM, Retention Marketing, and Customer Engagement, preferably in D2C/eCommerce environments.

Environment

(Typical work setting and location not specified)

Salary

(Estimated salary range not specified)

Growth Opportunities

(Potential career advancement opportunities within the company not specified)

Benefits

(List of offered benefits not specified)