Retention Manager – D2C
Location: Chandigarh
Company: Gleuhr Wellness Pvt. Ltd.
Employment Type: Full-Time
Working Days: Monday – Saturday
Working Hours: 10:00 AM – 6:30 PM
About Gleuhr
Gleuhr Wellness Pvt. Ltd. is a fast-growing skincare and wellness brand with a strong D2C presence and a network of skin clinics across India. We help customers achieve long-term skincare results through personalized products and expert care.
We're looking for a Retention Manager who can turn first-time buyers into loyal, repeat customers by improving customer experience, engagement, and lifetime value.
Job Summary
As the Retention Manager, you will own the complete post-purchase customer journey. Your primary focus will be increasing repeat purchases, improving customer retention, reducing churn, and maximizing customer lifetime value (LTV).
You will work closely with Marketing, Customer Support, Operations, and Product teams to understand customer behavior and implement strategies that keep customers engaged.
Key Responsibilities
- Own customer retention, repeat purchase rate, and customer lifetime value (LTV).
- Build and optimize post-purchase customer journeys across Email, WhatsApp, and SMS.
- Create welcome journeys, educational campaigns, replenishment reminders, cross-sell, upsell, and win-back campaigns.
- Analyze customer behavior, cohorts, churn, and retention metrics to identify improvement opportunities.
- Collect and analyze customer feedback through reviews, surveys, and support interactions.
- Work closely with Customer Support, Operations, and Product teams to resolve issues impacting customer retention.
- Develop customer segmentation strategies for first-time buyers, repeat customers, VIP customers, and at-risk customers.
- Implement loyalty, subscription, and customer engagement programs.
- Monitor campaign performance and continuously optimize retention initiatives.
Required Skills & Experience
- Minimum 2+ years of experience in Retention Marketing, CRM Marketing, Lifecycle Marketing, or Performance Marketing for a D2C or E-commerce brand.
- Proven experience improving customer retention, repeat purchase rate, or LTV.
- Strong understanding of Email Marketing, WhatsApp Marketing, SMS Marketing, and customer lifecycle automation.
- Experience with CRM and marketing automation platforms such as:
- Klaviyo
- WebEngage
- MoEngage
- Interakt
- HubSpot (preferred)
- Strong analytical skills with knowledge of:
- Cohort Analysis
- Customer Segmentation
- Churn Analysis
- Customer Lifetime Value (LTV)
- Retention Metrics
- Excellent communication and cross-functional collaboration skills.
- Customer-first mindset with strong problem-solving abilities.
Preferred Qualifications
- Experience in Beauty, Skincare, Wellness, Healthcare, or Consumer Brands.
- Experience with Shopify or similar e-commerce platforms.
- Knowledge of subscription or replenishment business models.
- Familiarity with Hindi and Hinglish customer communication.
Key Performance Indicators (KPIs)
- Customer Retention Rate
- Repeat Purchase Rate
- Customer Lifetime Value (LTV)
- Churn Rate
- Purchase Frequency
- Campaign Performance
- Customer Engagement
Why Join Gleuhr?
- Opportunity to build and own the customer retention function.
- Performance-based incentives linked to business growth.
- Work with a fast-growing D2C skincare brand.
- High ownership with opportunities to influence Product, Marketing, and Customer Experience.
- Collaborative and growth-focused work environment.
Experience: 2–5 Years
Salary: Competitive, based on experience + Performance Incentives
Pay: ₹45,000.00 - ₹55,000.00 per month
Work Location: In person
