Retention Manager- Job Description
The Retention Manager will lead the strategy and execution of customer retention initiatives across both retail and online channels. This role is responsible for deepening customer relationships, increasing repeat purchase frequency, and building long-term brand loyalty. The ideal candidate will bring a strong understanding of customer behavior, lifecycle marketing, and loyalty programs, and be able to translate insights into high-impact, data-led campaigns and engagement strategies.
Responsibilities:
1. Retention Strategy & Planning Develop and own the end-to-end customer retention strategy for both retail and online customers. Define and monitor key retention metrics (repeat rate, frequency, churn, lifetime value) and drive initiatives to improve them. Map and manage the post-purchase customer journey, identifying key engagement touchpoints to enhance customer experience and satisfaction.
2. Customer Segmentation & Insights Leverage customer data to create actionable segmentation strategies for targeted engagement. Monitor customer lifecycle patterns to identify risk segments and high-potential cohorts.
3. Loyalty Program Management Design, implement, and scale loyalty programs that reward frequent buyers and high-value customers. Develop exclusive campaigns and perks for loyalty tiers (early access, invites, birthday, anniversary offers, etc.). Track loyalty program effectiveness and suggest improvements based on data and customer feedback.
4. Engagement Campaigns & Personalization Plan and execute retention-focused campaigns – across multiple channels (email, SMS, Whats App, direct mailers, etc.). Drive personalized communication using CRM tools (email, SMS, Whats App, direct mailers, etc.) for key cohorts (e.g. lapsed users, top-tier spenders, occasion-based shoppers). Ensure seamless integration of retention efforts with offline/retail touchpoints.
5. Customer Experience (CX) & Feedback Loops Collaborate with Customer Service teams to resolve pain points and improve post-purchase engagement. Create feedback-to-action processes that translate NPS/CSAT findings into retention initiatives. Build brand trust through thoughtful gestures – thank you notes, surprise gifts, personalized offers, etc.
6. Cross-functional Collaboration Work closely with Tech, Marketing, Retail Ops, and Product teams to implement retention ideas. Support new product/collection launches with retention-focused campaigns and early access for existing customers.
Candidate Profile: 7-10 years of experience in customer marketing, CRM, loyalty, or retention roles (retail/fashion/lifestyle/e-commerce preferred). Experience in omnichannel customer engagement (online and retail). Hands-on experience with loyalty programs, customer lifecycle campaigns, and segmentation strategies. Proven experience in managing loyalty programs, campaign execution, and driving retention metrics. Strong understanding of customer behavior, CX, and brand loyalty drivers. Proficiency in tools like CRM platforms, basic analytics dashboards, and survey tools. Strong communication, project management, and stakeholder alignment skills. Exposure to NPS/CSAT frameworks and customer feedback mechanisms.(Good to have)
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