Retention Lead

About the Role We are seeking a strategic, data-driven, and creatively sharp Retention Lead to own and scale our customer lifecycle marketing and retention efforts. This role is critical in driving engagement, repeat purchases, and reducing churn across our platform. You will be responsible for building personalized customer journeys, spearheading CRM campaigns, and working cross-functionally to boost customer lifetime value and user satisfaction. Key Responsibilities

Retention Strategy & Execution

Design and implement end-to-end retention strategies including win-back campaigns, dormant user activation, early access initiatives, loyalty efforts, and advocacy-based campaigns.

Define full customer journeys across lifecycle stages and identify areas for optimization using marketing analytics and user insights.

Develop CRM marketing strategies to boost traffic, repeat purchases, retention, and cross-sell opportunities.

Customer Segmentation & Campaign Management

Build data-driven segmentation models to personalize communication and target cohorts effectively (new, active, at-risk, dormant, etc.).

Conceptualize and execute CRM campaigns across Email, SMS, In-App, and other channels using tools like WebEngage, MoEngage, or Clevertap.

Educate and engage users through well-crafted messaging journeys and trigger-based automations.

Responsible for quality assurance of all CRM campaigns and ensuring customer experience excellence.

Collaboration & Merchandising Alignment

Coordinate with product owners, designers, campaign planners, and other stakeholders to execute campaigns aligned with user funnels and marketing objectives.

Work closely with marketing, tech, product, ops, and commercial teams to ensure an integrated retention and engagement strategy.

Drive platform-level merchandising, campaign visibility, and product discoverability through banners, content, and homepage promotions.

Analytics & Reporting

Leverage tools like Google Analytics, and CRM dashboards to analyze user behavior, transaction / search patterns, and campaign performance.

Design and maintain campaign dashboards and weekly / monthly performance reports.

Conduct A / B tests and data-driven experiments to optimize campaign performance.

Generate insights and forecasts from customer and sales data to anticipate trends and inform strategy.

Customer Engagement Planning

Create and maintain monthly event and campaign calendars tailored around user behavior, seasonal trends, and festive events.

Devise detailed merchandising communication plans and visibility strategies to boost CTRs and conversions.

Understand and optimize on-platform user funnels and landing page experiences to enhance engagement and conversion.

Requirements

• 5-8 years proven experience in e-commerce CRM, lifecycle marketing, or retention-focused roles.
• Proficiency with tools such as WebEngage, MoEngage, Clevertap and Google Analytics
• Hands-on experience with customer segmentation, funnel optimization, and campaign performance analysis.
• Working knowledge of online merchandising, campaign planning, and traffic / sales metric tracking.
• Excellent communication and cross-functional coordination skills.
• Ability to work in a fast-paced, data-driven, and results-oriented environment.
• A strong understanding of the retail landscape and customer experience principles.

Skills Required

Customer Segmentation, campaign performance analysis , Google Analytics, funnel optimization