Position: Retention Specialist (Marketing)
Experience: 2 to 5 years in retention, CRM or lifecycle marketing, preferably at a D2C brand
Location: Lower Parel, Mumbai

What you'll be doing

- Own retention across BSC's customer base, with a focus on repeat purchases, LTV and returning customer revenue
- Plan and run WhatsApp and email campaigns for new fabric drops, collections and sales, plus the moments that matter in our business, like wedding and festive season
- Build automated journeys: Welcome, Abandoned Cart, COD, Post-Purchase and fit feedback, Cross-Sell (shirts to trousers, chinos and suits), Repeat Purchase, Win-Back and Reactivation
- Segment customers by recency, frequency, AOV, product category, engagement, and whether they buy online, in store or both
- Connect store and online customers, so someone measured in a store gets a reason to reorder online
- Study customer journeys to find where people drop off, and recover that revenue
- Keep testing messaging, offers, creatives, audiences, timing and automations, and keep track of what worked
- Own the numbers:



Repeat Purchase Rate, LTV, Returning Customer Revenue, WhatsApp and Email Revenue, and Recovery Rates
- Work with Performance Marketing, Creative, E-commerce, Stores and Data to drive revenue we wouldn't otherwise get

What you bring to the table

- 2 to 5 years in Retention, CRM, Lifecycle or D2C Marketing
- Hands-on experience running WhatsApp and email at a D2C or e-commerce brand
- Experience building automated journeys, not just sending broadcasts
- A valuable understanding of Shopify (or a similar platform) and how e-commerce customers move from first visit to repeat order
- Familiarity with BiteSpeed, GoKwik, Klaviyo, WebEngage, AiSensy, Netcore or similar tools
- Comfort pulling and reading your own numbers in Excel. Google Analytics or Tableau is a plus
- A feel for copy, offers and why people buy
- You care more about revenue and LTV than about open rates
- Passion for the fashion and apparel space

📌 Retention Specialist (Marketing) (Mumbai)
🏢 BOMBAY SHIRT
📍 Mumbai