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 solid 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

Leverage customer data to create actionable segmentation strategies for targeted engagement.





Monitor customer lifecycle patterns to identify risk segments and high-potential cohorts.

3. Loyalty Program Management

Design, implement, and scale loyalty programs that reward frequent buyers and high-value customers.

Develop exclusive campaigns and perks for loyalty tiers (early access, invites, birthday, anniversary offers, etc.).

Track loyalty program effectiveness and suggest improvements based on data and customer feedback.

4. Engagement Campaigns & Personalization

Plan and execute retention-focused campaigns – across multiple channels (email, SMS, WhatsApp, direct mailers, etc.).

Drive personalized communication using CRM tools (email, SMS, WhatsApp, direct mailers, etc.) for key cohorts (e.g. lapsed users, top-tier spenders, occasion-based shoppers).

Ensure seamless integration of retention efforts with offline/retail touchpoints.

5. Customer Experience (CX) & Feedback Loops

Collaborate with

📌 Service Retention Executive (Bengaluru)
🏢 Kushals Fashion Jewellery
📍 Bengaluru