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 advantages.
- 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 ma
📌 Senior Manager (Mumbai)
🏢 Nykaa
📍 Mumbai