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Open nowPosted 323 days ago

Retention Manager

Scrabble

Where
Mumbai, Maharashtra
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Your applicationOpen nowRetention ManagerScrabble · Mumbai, Maharashtra

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The clock on this job

Early applications get read.

11.8% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.4%3 days
  3. 11.8%7 days
  4. 18.6%14 days
  5. 35.6%30 days
  6. 45.1%60 days
This job: posted 323 days ago

The posting

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, WhatsApp, direct mailers, etc.).

● Drive personalized communication using CRM tools (email, SMS, WhatsApp,

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:

● 6-8 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)

KRA/KPI

Sl. No. KRA Measurable metrics

1 Customer Retention &

Repeat Purchase

1. Repeat Purchase Rate (%)

2. Churn Rate (%)

3. Customer Lifetime Value (CLTV

2 Loyalty Program

Performance

1. % of the total customer base enrolled in

the program.

2. Redemption Rate (%)

3. Repeat Rate of Loyalty Members (%)

3 Campaign Engagement &

Effectiveness

1. Campaign Engagement Rate (%): Open

rate, click-through rate (CTR), and

conversion.

2. Win-back Rate (%)

3. Sales Attributed to Campaigns (%)

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