Job Description

Location: Delhi

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Department: Consumer Experience

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Reports To: Consumer Experience Head

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Step Into the World of Nicobar

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Nicobar is a modern, mindful, design-led brand from India. We are a human-centered digital brand with a growing retail presence across India. Our distinctive clothing, homeware, and jewelry blend global and local influences, designed to be loved and built to last.

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Our style is clean, essential, and attainable. We care deeply about how our products are made and what goes into them. Founded in 2016, Nicobar has established itself as a premium brand known for its commitment to quality, simplicity, and design with a purpose.

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We aim to inspire our consumer to embrace a modern, minimalist lifestyle—creating a up-to-date Indian way of living, dressing, and looking at the world.

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About the Role

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As a Customer Retention Manager , you will own the retention engine at Nicobar—from lifecycle strategy and journey architecture to platform execution and performance analysis.

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This is a hands-on execution role . You will build and optimise consumer journeys, configure flows, analyse cohort behaviour, run experiments, and work closely with technology and retail teams to create a connected online and offline consumer experience.

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You will be expected to understand what the data is telling you, identify opportunities, and translate those insights into meaningful consumer journeys that drive retention and long-term consumer value.

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What You’ll Do

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CRM Platform Ownership

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- Own and operate Nicobar’s CRM platform, MoEngage , as the internal CRM expert.
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- Architect and maintain the CRM flow library, including journeys, triggers, suppression logic, and frequency caps.
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- Own the event taxonomy and user attribute structure, identifying data gaps and working towards fixing them.
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- Monitor platform-level performance including deliverability, list hygiene, segment overlap, and send-time distribution.
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- Connect CRM platform behaviour with ecommerce data, including Shopify or equivalent platforms.
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- Troubleshoot and optimise CRM journeys independently.
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Lifecycle & Journey Architecture

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- Design and execute the full consumer lifecycle across onboarding, conversion, engagement, win-back, and churn suppression.
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- Build journeys with clear hypotheses, defined audiences, channel logic, and measurable success metrics.
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- Develop and optimise key journeys such as:
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- New user onboarding
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- Power User frequency journeys
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- Light-to-Power User conversion
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- Win-back and churn prevention
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- Omnichannel nudges connecting online customers with their nearest Nicobar store
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Experimentation & Optimisation

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- Design and run structured A/B tests and holdout-group experiments.
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- Develop clear hypotheses, test them rigorously, interpret results, and iterate based on learnings.
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- Evaluate whether results are statistically meaningful and use insights to continuously improve retention.
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Calendar Intelligence & Revenue Optimisation

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- Evaluate the CRM calendar by customer cohort—understanding who receives what, how frequently, and with what impact.
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- Identify opportunities to improve engagement, retention, and revenue without relying solely on offers and incentives.
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Omnichannel CRM

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- Help build a connected view of the consumer across online orders, in-store purchases, browsing behaviour, and channel history.
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- Work closely with technology and retail operations to connect POS and in-store consumer signals with the CRM platform.
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- Identify data gaps and proactively drive improvements.
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- Build journeys that meaningfully move customers between digital and physical channels.
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Customer Engagement

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- Create post-purchase journeys that connect online buyers with their nearest Nicobar store.
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- Build post-store-visit follow-ups that continue the customer relationship digitally.
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- Create meaningful WhatsApp and SMS communication that feels personal and brand-led rather than like an automated broadcast.
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What We’re Looking For:

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- Have strong hands-on experience with a CRM platform, particularly MoEngage .
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- Have designed and executed omnichannel journeys connecting digital and physical customer experiences.
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- Can independently interpret CRM and cohort data and translate insights into action.
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- Have experience running lifecycle experiments with holdout groups and can demonstrate what you learned from them.
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- Enjoy owning execution in an agile, fast-moving environment.
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- Are comfortable working cross-functionally with technology, retail, ecommerce, and consumer experience teams.
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- Have a strong consumer-centric and analytical mindset.
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- Think beyond short-term conversions and understand the importance of long-term consumer retention and value.
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This Role May Not Be For You If...

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- Your CRM experience has primarily been strategy and briefing, with execution handled by another team.
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- You rely heavily on a data or analytics team to interpret CRM performance.
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- Your retention strategy is primarily driven by discounts, offers, and incentives.
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- Your experience is limited to digital CRM and you haven't worked with offline customer data or physical retail environments.
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The Nicobar Spark

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Customer First: We care about creating relevant, thoughtful experiences that build lasting relationships.

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Analytical & Curious: We look beyond surface-level metrics and ask what the data is really telling us.

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Hands-On & Ownership Driven: We believe in getting close to the work, solving problems, and owning outcomes.

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Systems Thinker: We build processes, journeys, and technology that make the customer experience better and the business stronger.

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Why Nicobar?

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If you’re excited by the intersection of customer behaviour, data, technology, creativity, and retention , this is an opportunity to build and shape Nicobar’s CRM and consumer retention engine.

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Come help us build consumer relationships that go beyond the next transaction.

📌 Customer Retention Manager (New Delhi)
🏢 Nicobar Design
📍 New Delhi