Key Responsibilities
Lifecycle Strategy & Segmentation
Own customer segmentation across the base (e.g. current, repeat, lapsed, high-value, category switchers) and build targeted journeys for each.
Design and continuously refine lifecycle triggers: welcome series, post-purchase, replenishment, win-back, VIP/loyalty.
Identify and prioritize the highest-value segments (e.g. premium/high-AOV cohorts) for dedicated retention plays.

CRM Channel Management
Plan and execute campaigns across WhatsApp, RCS, SMS via BSP/CRM platform partners.
Continuously test and optimize channel mix based on performance (reach, delivery, conversion).
Manage the CRM content calendar in sync with brand campaigns, sales events, and recent launches.

Retention & CLTV Metrics
Own and report on repeat purchase rate, purchase frequency, CLTV, and cohort retention curves.
Build a CLTV model segmented by acquisition channel and category to identify which cohorts are worth investing more in.
Set and track quarterly targets for repeat revenue contribution as a % of total D2C revenue.

Loyalty & Retention Programs




Design and manage loyalty/rewards mechanics that give customers a reason to come back (points, tiers, early access, etc.).
Partner with brand/creative teams on retention-specific campaigns tied to major brand moments.

Agency & Platform Management
Manage the day-to-day relationship with the CRM/BSP agency partner.
Hold partners accountable on deliverability, targeting accuracy, and reporting — comfortable auditing campaign reports rather than accepting them at face value.
Own the CRM accountability tracker (budget utilization vs. plan, campaign-level ROI).

Cross-functional Collaboration
Work closely with performance marketing to align retention pushes with paid acquisition cycles (e.g. suppressing recent buyers from prospecting, syncing sale communications).
Partner with the e-commerce team on in office retention levers (post-purchase upsell, account/wishlist features, subscription-style repeat mechanics).

Pay: ₹1,000,000.00 - ₹1,200,000.00 per year

Work Location: In person

📌 Retention Marketing Manager —c & Offline Stores Mumbai
🏢 Inventiway Solutions
📍 Mumbai