CRM retention manager Manager

This role is for one of the Weekday's clients

Salary range: Rs 700000 - Rs 1200000 (ie INR 7-12 LPA)

Min Experience: 3 years

Location: Remote (India)

JobType: full-time

This role plays a critical part in driving repeat revenue, increasing customer loyalty, and enhancing user engagement through CRM, lifecycle marketing, and retention initiatives. You will be responsible for shaping and executing customer journeys that convert first-time buyers into long-term advocates by leveraging data, segmentation, automation, and high-impact messaging across touchpoints.

Key Responsibilities

Retention Strategy & Execution

• Lead end-to-end retention strategies and customer lifecycle programs, including loyalty, membership, win-back, and milestone campaigns.
• Own the repeat purchase journey and manage cross-channel retention levers such as email, SMS, WhatsApp, and push notifications.

CRM Campaign Management

• Plan, execute, and optimize CRM campaigns — including creative briefs, content pipelines, segmentation logic, testing plans, and delivery.
• Maintain consistent brand tone and experience across all communication channels.

MarTech & Personalization

• Manage CRM automation and personalization tools to streamline segmentation and campaign orchestration.
• Conduct A/B tests to optimize performance across subject lines, formats, flows, and audience groups.

Retention Data & Insights

• Own cohort analytics and retention dashboards, tracking metrics such as M1/M2/M3, SKU retention, customer progression, and funnel performance.
• Use insights to reduce drop-offs, refine retention strategies, and shape data-backed targeting.

Growth & Revenue Ownership

• Expand and engage CRM audiences across email, SMS, and WhatsApp.
• Own retention revenue goals supported by cohort improvements and CRM-driven conversion results.

Requirements

• 3–5 years of experience in CRM, retention marketing, or lifecycle strategy, preferably in D2C or eCommerce.
• Hands-on experience with CRM tools like Klaviyo, HubSpot, or equivalents, and WhatsApp/SMS campaign platforms.
• Strong analytical capabilities with experience in segmentation, cohort analysis, and key funnel metrics.
• Excellent campaign planning and execution skills with a test-and-learn mindset.
• Ability to blend strategic thinking with creative storytelling for effective lifecycle communication.

Nice-to-Have

• Experience in skincare, beauty, or wellness industries.
• Familiarity with AI-driven retention or personalization tools.

Core Skills

• Customer Retention
• Customer Lifecycle Management
• Customer Loyalty Programs
• Retention Strategy & Execution