Location: Delhi /n Department: Consumer Experience /n Reports To: Consumer Experience Head /n Step Into the World of Nicobar /n 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. /n 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. /n We aim to inspire our consumer to embrace a up-to-date, minimalist lifestyle—creating a modern Indian way of living, dressing, and looking at the world. /n About the Role /n 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. /n 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. /n 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. /n What You'll Do /n CRM Platform Ownership /n /n

- 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.

/n /n Lifecycle & Journey Architecture /n /n





- 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

/n /n Experimentation & Optimisation /n /n

- Design and run structured A/B tests and holdout-group experiments.

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- Develop transparent 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.

/n /n Calendar Intelligence & Revenue Optimisation /n /n

- 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.

/n /n Omnichannel CRM /n /n

- 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.

/n /n Customer Engagement /n /n

- 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.

/n /n What We're Looking For: /n /n

- 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.

/n /n This Role May Not Be For You If... /n /n

- 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.

/n /n The Nicobar Spark /n Customer First: We care about creating relevant, thoughtful experiences that build lasting relationships. /n Analytical & Curious: We look beyond surface-level metrics and ask what the data is really telling us. /n Hands-On & Ownership Driven: We believe in getting close to the work, solving problems, and owning outcomes. /n Systems Thinker: We build processes, journeys, and technology that make the customer experience better and the business stronger. /n Why Nicobar? /n 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. /n Come help us build consumer relationships that go beyond the next transaction.

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