Role Overview :

As the Senior Manager - Retention Marketing Customer Lifecycle Management (CLM), Loyalty, and Retention, you will own the end-to-end customer journey—driving repeat purchase behavior, customer LTV (Lifetime Value), cross-category pollination, and loyalty program innovation. In this role, you will lead high-impact platform programs (such as replenishment, cross-sell, and sampling), manage large-scale customer incentivization budgets, and pilot modular loyalty models. You will work closely with Business, Product, Category Marketing, and Data teams to scale omnichannel customer engagement while building and mentoring a high-performing retention team.

Key Responsibilities :

1. Loyalty Program Management & Cross-Pollination
Tiered Loyalty Leadership: Scale and elevate the premium loyalty program (Privé) to increase Average Customer Value (ACV) and Frequency of Purchase (FOP) through expanded 1P/3P monetary and experiential perks.
Modular Loyalty Innovations: Conceptualize, launch, and experiment with modular and paid loyalty levers (e.g., Glam Pass,



Beauty Trial Passes) to build sticky, habit-forming customer loops.
Cross-Pollination Ecosystem: Design cross-category activation strategies to seamlessly transition Beauty-first buyers into Fashion customers (and vice versa) utilizing unified user profile features, interoperable rewards, and cross-platform traffic drivers.

2. Platform Retention Programs
Replenishment Engines: Scale automated, dedicated interventions across site, product UI, and CRM to systematically drive high-frequency repeat purchase cycles.
Basket Width & Premiumization: Run targeted L1 and L3 cross-sell initiatives to expand item width and order value; leverage luxury and premium brand penetration to elevate customer affluence profiles.
Strategic Sampling & Omnichannel LTV: Shape consumer discovery through data-led sampling programs while bridging retail (offline) and e-commerce (online) behavioral touchpoints to maximize overall c

📌 Senior Manager (Mumbai)
🏢 Nykaa
📍 Mumbai