Job Overview
As a Retention Marketing Executive, you will be responsible for planning, executing, and optimizing customer retention strategies across multiple CRM channels including Email, WhatsApp, SMS, Push Notifications, and other marketing automation platforms.
You will work closely with Marketing, E-commerce, Customer Experience, Design, and Analytics teams to create personalized customer journeys, improve repeat purchase rates, reduce customer churn, and maximize customer lifetime value.
This role requires a strong understanding of customer behaviour, marketing automation, campaign optimization, and data-driven decision-making.
Key Responsibilities
1. Customer Lifecycle & CRM Campaign Management
- Build and manage customer lifecycle journeys across Email, WhatsApp, SMS, Push Notifications, and other CRM channels.
- Develop automated customer journeys for onboarding, abandoned cart recovery, browse abandonment, post-purchase engagement, win-back campaigns, referrals, and loyalty initiatives.
- Plan and execute promotional campaigns, festive campaigns, product launches, and exclusive customer communications.
- Ensure timely delivery and continuous optimization of all CRM campaigns.
2. Customer Retention & Loyalty
- Develop strategies to improve repeat purchase rates and customer retention.
- Design customer engagement initiatives that increase loyalty and lifetime value.
- Identify opportunities to reduce customer churn through targeted communication.
- Support the execution of loyalty programs, referral campaigns, and VIP customer initiatives.
- Build personalized communication strategies based on customer preferences and behaviour.
3. Customer Segmentation & Personalization
- Segment customers based on demographics, purchase behaviour, browsing activity, and engagement levels.
- Create personalized customer journeys and product recommendations.
- Identify high-value customer cohorts and develop targeted retention strategies.
- Continuously optimize segmentation to improve campaign performance.
4. Campaign Analysis & Optimization
Monitor campaign performance using key metrics including:
- Open Rate
- Click-Through Rate (CTR)
- Conversion Rate
- Revenue per Campaign
- Customer Retention Rate
- Repeat Purchase Rate
- Customer Lifetime Value (CLTV)
- Conduct A/B testing across subject lines, messaging, offers, creative assets, and customer journeys.
- Analyze campaign performance and recommend improvements to maximize ROI.
5. Marketing Automation & CRM Management
- Manage CRM platforms such as Klaviyo, Omnisend, LimeChat, WebEngage or similar marketing automation tools.
- Build automated workflows and trigger-based campaigns.
- Ensure CRM data accuracy, audience segmentation, and campaign reporting.
- Coordinate with internal teams to improve CRM processes and customer communication.
6. Reporting & Insights
- Prepare weekly and monthly CRM performance reports.
- Track customer engagement trends and identify growth opportunities.
- Present actionable insights and recommendations to stakeholders.
- Monitor industry best practices and emerging CRM trends to continuously improve retention strategies.
Key Skills Required:
- Customer lifecycle mapping
- Customer segmentation (New, Active, Repeat, High-Value, Lapsing & Churned customers)
- RFM (Recency, Frequency & Monetary) analysis
- Cohort analysis and repeat purchase analysis
- Customer Lifetime Value (LTV) analysis
- Repeat purchase rate, purchase frequency & time-between-orders analysis
- Planning and executing Email, WhatsApp & SMS marketing campaigns
- Hands-on experience with CRM platforms such as Klaviyo, Omnisend, LimeChat, WebEngage or equivalent
- Shopify customer data management and audience segmentation
- CRM automation flows and customer journey automation
- Campaign calendar planning and communication frequency management
- A/B testing of subject lines, offers, send times and customer segments
- UTM tracking structure and channel-wise revenue attribution
- Basic understanding of HTML and email template creation/editing
Experience working with Shopify, Meta Ads Manager, Google Analytics, or customer analytics platforms will be an added advantage.
Pay: ₹40,000.00 - ₹60,000.00 per month
Work Location: In person
