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Senior Manager - Customer Retention & Revenue

Senior Manager - Customer Retention & Revenue

GIVAThiruvananthapuram, IN
8 days ago
Job description

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.
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