Retention Specialist

This role is for one of the Weekday's clients

Location: Ahmedabad

JobType: full-time

As a Retention Specialist, you will work closely with marketing, product, CRM, and data teams to design and execute retention-focused initiatives. You will leverage WebEngage to segment audiences, build targeted journeys, run lifecycle campaigns, and continuously monitor performance metrics. This role involves owning the customer lifecycle—from onboarding to active engagement, repeat conversions, and churn recovery. You will use insights, user behavior data, and experimentation to craft communication that resonates with diverse customer segments. Your goal is to ensure that every user receives relevant, timely, and value-driven experiences that deepen brand connection. You will also contribute to retention strategy discussions by offering data-driven recommendations and customer insights.

Key Responsibilities

• Develop and implement customer retention strategies using WebEngage, focusing on personalized journeys and automated workflows.
• Analyze customer behavior, cohort data, funnel performance, and lifecycle trends to identify opportunities for improvement.
• Create and optimize trigger-based campaigns across email, push notifications, SMS, WhatsApp, and in-app channels.
• Build audience segments and dynamic customer lists based on purchase patterns, engagement levels, and user attributes.
• Collaborate with marketing and product teams to align communication with user experience improvements, new feature releases, and promotional plans.
• Execute A/B tests to evaluate messaging, timing, segmentation, and channel effectiveness.
• Monitor campaign performance, prepare retention dashboards, and translate data insights into actionable recommendations.
• Reduce churn by building reactivation journeys for dormant, at-risk, and high-value customer groups.
• Ensure consistent brand communication across all channels while maintaining a customer-first approach.
• Recommend improvements to the retention funnel and customer lifecycle based on performance metrics and business goals.
• Track industry trends, best practices, and emerging tools in retention marketing to enhance strategy.
• Work cross-functionally to ensure smooth execution of retention activities and operational reliability of marketing automation tools.

What Makes You a Great Fit

• You have strong hands-on experience in WebEngage or similar retention automation platforms.
• You possess a deep understanding of customer lifecycle stages, segmentation, and behavioral analytics.
• You have a data-driven approach to problem-solving and can translate insights into effective retention strategies.
• You are comfortable managing multi-channel retention campaigns and optimizing them for maximum engagement.
• You communicate clearly, work collaboratively, and manage multiple tasks in a fast-paced environment.
• You bring creativity in crafting customer messaging and strategic thinking in building lifecycle flows.
• You show ownership, proactivity, and a strong desire to improve customer loyalty and overall platform retention.
• You thrive on experimentation, continuous learning, and delivering measurable results.