Urgent Search : Retention Manager

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

3. Loyalty Program Management

4. Engagement Campaigns & Personalization

5. Customer Experience (CX) & Feedback Loops

6. Cross-functional Collaboration

Candidate Profile :