Customer Journey Owner – Retention

Job Title : Customer Journey Owner – Retention

Location : Hyderabad

Purpose and Objective :

The Customer Journey Owner for Retention is responsible for driving customer re-engagement and loyalty across vidaXL’s customer base. This role focuses on designing and optimizing reactivation and retention journeys for customers across segments including those who have had negative experiences, while helping build automated, personalized flows that strengthen long-term relationships and repeat engagement.

Key Responsibilities :

Journey Mapping and Optimization :

• Map and analyze the customer re-engagement journeys post-cancellation, return, or

refund, identifying drop-off points and opportunities to retain customers.

within tools like SFMC to deliver timely and relevant follow-ups.

gamification, and redemption flows.

Data and Insight-Driven Improvements :

improvements.

interventions.

Cross-Functional Collaboration :

activities with broader business objectives.

workflows across platforms.

Continuous Improvement :

improvements.

Qualifications and Skills :

roles.

measurable outcomes.