<div>Retention Manager- Job Description<br /> The Retention Manager will lead the strategy and execution of customer retention<br /> initiatives across both retail and online channels. This role is responsible for deepening<br /> customer relationships, increasing repeat purchase frequency, and building long-term<br /> brand loyalty. The ideal candidate will bring a strong understanding of customer<br /> behavior, lifecycle marketing, and loyalty programs, and be able to translate insights<br /> into high-impact, data-led campaigns and engagement strategies.</div> <div>Responsibilities:<br /> 1. Retention Strategy &amp; Planning<br /> ● Develop and own the end-to-end customer retention strategy for both retail<br /> and online customers.<br /> ● Define and monitor key retention metrics (repeat rate, frequency, churn, lifetime<br /> value) and drive initiatives to improve them.<br /> ● Map and manage the post-purchase customer journey, identifying key<br /> engagement touchpoints to enhance customer experience and satisfaction.<br /> 2. Customer Segmentation &amp; Insights<br /> ● Leverage customer data to create actionable segmentation strategies for<br /> targeted engagement.<br /> ● Monitor customer lifecycle patterns to identify risk segments and high-potential<br /> cohorts.<br /> 3. Loyalty Program Management<br /> ● Design, implement, and scale loyalty programs that reward frequent buyers<br /> and high-value customers.<br /> ● Develop exclusive campaigns and perks for loyalty tiers (early access, invites,<br /> birthday, anniversary offers, etc.).<br /> ● Track loyalty program effectiveness and suggest improvements based on data<br /> and customer feedback.<br /> 4. Engagement Campaigns &amp; Personalization<br /> ● Plan and execute retention-focused campaigns &ndash; across multiple channels<br /> (email, SMS, WhatsApp, direct mailers, etc.).<br /> ● Drive personalized communication using CRM tools (email, SMS, WhatsApp,<br /> direct mailers, etc.) for key cohorts (e.g. lapsed users, top-tier spenders,<br /> occasion-based shoppers).</div> <div>● Ensure seamless integration of retention efforts with offline/retail touchpoints.<br /> 5. Customer Experience (CX) &amp; Feedback Loops<br /> ● Collaborate with Customer Service teams to resolve pain points and improve<br /> post-purchase engagement.<br /> ● Create feedback-to-action processes that translate NPS/CSAT findings into<br /> retention initiatives.<br /> ● Build brand trust through thoughtful gestures &ndash; thank you notes, surprise gifts,<br /> personalized offers, etc.<br /> 6. Cross-functional Collaboration<br /> ● Work closely with Tech, Marketing, Retail Ops, and Product teams to<br /> implement retention ideas.<br /> ● Support new product/collection launches with retention-focused campaigns<br /> and early access for existing customers.</div> <div>Candidate Profile:<br /> ● 6-8 years of experience in customer marketing, CRM, loyalty, or retention roles<br /> (retail/fashion/lifestyle/e-commerce preferred).<br /> ● Experience in omnichannel customer engagement (online and retail).<br /> ● Hands-on experience with loyalty programs, customer lifecycle campaigns, and<br /> segmentation strategies.<br /> ● Proven experience in managing loyalty programs, campaign execution, and<br /> driving retention metrics.<br /> ● Strong understanding of customer behavior, CX, and brand loyalty drivers.<br /> ● Proficiency in tools like CRM platforms, basic analytics dashboards, and survey<br /> tools.<br /> ● Strong communication, project management, and stakeholder alignment skills.<br /> ● Exposure to NPS/CSAT frameworks and customer feedback mechanisms.(Good<br /> to have)</div> <div>KRA/KPI</div> <div>Sl. No. KRA Measurable metrics<br /> 1 Customer Retention &amp;<br /> Repeat Purchase</div> <div>1. Repeat Purchase Rate (%)<br /> 2. Churn Rate (%)<br /> 3. Customer Lifetime Value (CLTV</div> <div>2 Loyalty Program<br /> Performance</div> <div>1. % of the total customer base enrolled in<br /> the program.<br /> 2. Redemption Rate (%)<br /> 3. Repeat Rate of Loyalty Members (%)</div> <div>3 Campaign Engagement &amp;</div> <div>Effectiveness</div> <div>1. Campaign Engagement Rate (%): Open<br /> rate, click-through rate (CTR), and<br /> conversion.<br /> 2. Win-back Rate (%)<br /> 3. Sales Attributed to Campaigns (%)</div>