Retention Specialist (Marketing) - Mumbai (Lower Parel)

Job Description: Retention Marketing Manager

Industry: Retail / Apparel

Role Overview

We are looking for a results-driven Retention Marketing Manager to drive repeat purchases, customer lifetime value (LTV), and returning customer revenue. The role will focus on customer retention strategies, WhatsApp and email marketing campaigns, automated customer journeys, and customer segmentation across online and offline channels.

Key Responsibilities

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  Customer Retention: Own retention across the customer base, focusing on repeat purchases, customer lifetime value (LTV), and returning customer revenue.

  
  


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  Campaign Management: Plan and execute WhatsApp and email campaigns for new collections, fabric launches, promotional sales, weddings, and festive seasons.

  
  


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  Marketing Automation: Build and optimise automated customer journeys, including welcome messages, abandoned carts, COD follow-ups, post-purchase feedback, cross-selling, repeat purchases, win-back, and reactivation campaigns.

  
  


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  Customer Segmentation: Segment customers based on purchase history, recency, frequency, average order value (AOV), product preferences, engagement, and online/offline shopping behaviour.

  
  


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  Omnichannel Retention: Integrate online and offline customer experiences, enabling store customers to reorder products online and encouraging repeat purchases across channels.

  
  


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  Customer Journey Optimisation: Analyse customer journeys, identify drop-off points, and implement strategies to recover lost sales and improve conversion rates.

  
  


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  Testing & Optimisation: Continuously test campaign messaging, offers, creatives, audiences, timings, and automation workflows to improve performance.

  
  


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  Performance Tracking: Monitor key metrics such as Repeat Purchase Rate, Customer Lifetime Value, Returning Customer Revenue, WhatsApp and Email Revenue, and abandoned-cart recovery rates.

  
  


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  Cross-functional Collaboration: Work closely with Performance Marketing, Creative, E-commerce, Retail Stores, and Data teams to drive incremental revenue and improve customer engagement.

  
  

Key Skills & Requirements

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  Experience in retention marketing, CRM marketing, or lifecycle marketing, preferably in retail or apparel.

  
  


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  Hands-on experience with WhatsApp marketing, email campaigns, CRM platforms, and marketing automation tools.

  
  


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  Strong understanding of customer segmentation, repeat purchase strategies, cross-selling, and win-back campaigns.

  
  


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  Experience managing customer retention across e-commerce and physical retail stores.

  
  


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  Strong analytical skills with the ability to interpret campaign performance and customer behaviour data.

  
  


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  A data-driven approach with a strong focus on revenue growth, customer engagement, and ROI.

  
  


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  Excellent communication, coordination, and campaign execution skills.