Senior Customer Retention Manager

Job Title : Senior Manager, Customer Retention & Revenue

Job Summary

As the Senior Manager of Customer Retention & Revenue, you will co-own critical revenue metrics with the leadership team. This is a high-impact, strategic role focused on maximizing the Lifetime Value (LTV) of GIVA's customers across both Online and Offline channels. You will lead the strategy, execution, and analysis of all post-acquisition initiatives, and drive revenue growth across channels.

Key Responsibilities

Strategy & Revenue Co-Ownership

Co-own revenue targets and key performance indicators (KPIs) related to customer retention, including Repeat Purchase Rate, Customer Lifetime Value (LTV), and churn reduction.

Develop and champion the end-to-end customer retention strategy for GIVA, ensuring alignment across online and offline channels to create a seamless omnichannel experience.

Identify and implement innovative problem-solving solutions to friction points in the customer journey that impact loyalty and repeat purchases.

Team Leadership & Management

Lead, mentor, and develop a high-performing retention team, fostering a culture of data-driven decision-making, accountability, and continuous improvement.

Program & Revenue Management

Lead and manage end-to-end programs focused on revenue optimization, customer retention, and operational efficiency.

Collaborate with cross-functional teams (Marketing, Product, Operations, Finance) to plan, implement, and track key retail initiatives.

Monitor program performance, identify risks, and ensure timely execution of deliverables.

Customer Lifecycle Management

Map, analyze, and optimize the repeat-user journey—from second purchase / visit onward—to maximize retention and lifetime value.

Identify journey gaps, define experiments, and recommend improvements based on customer behavior insights.

Data-Driven Decision Making

Track and interpret core revenue and CLM metrics, including Churn Rate, Customer Lifetime Value (CLV), Repeat Purchase Rate, Frequency, and Recency.

Communication & Collaboration

Serve as the primary liaison between the retention team and cross-functional partners (Marketing, Product, Tech, Offline Retail Operations).

Qualifications

Bachelor’s degree in Business, Marketing, Operations, or a related field (MBA preferred).

5–8 years of experience in Revenue Management, or Customer Lifecycle roles within Retail / Ecommerce / Quick-commerce.

Proven experience in leading and mentoring a team of retention / marketing specialists

Strong analytical and problem-solving skills using tools such as Excel, SQL, and CRM platforms.

Excellent communication, stakeholder management, and project execution skills.

Ability to work in a fast-paced, data-driven environment.