We're looking for a data-driven Retention Marketing Manager to build meaningful customer relationships, improve repeat bookings, increase customer lifetime value, and drive revenue through personalised, automated marketing campaigns. Role Overview As our Retention Marketing Manager, you will own customer lifecycle marketing across email, WhatsApp, and other retention channels. You will be responsible for developing and executing strategies that engage customers at every stage of their journey from enquiry and booking to post-trip engagement, repeat bookings, and customer reactivation. You'll work primarily with Dotdigital for email marketing and WATI for WhatsApp marketing, using customer segmentation, automation, personalisation, and performance analytics to drive measurable business growth.

Key Responsibilities
Email Marketing Plan, execute, and optimise email campaigns using Dotdigital. Build automated customer journeys, including welcome flows, enquiry follow-ups, abandoned booking reminders, pre-trip communication, post-trip engagement, and repeat booking campaigns. Develop personalised campaigns based on customer preferences, destinations, booking history, and engagement behaviour. Manage audience segmentation, email templates, A/B testing, and campaign calendars. Monitor deliverability, open rates, click-through rates, conversions, and revenue generated. WhatsApp Marketing – WATI Plan and execute WhatsApp campaigns for customer engagement, lead nurturing, booking conversion, and retention. Build automated WhatsApp journeys using WATI, including follow-ups, reminders, feedback requests, and reactivation campaigns. Segment audiences based on customer intent, enquiry status, travel dates, destination preferences, and booking history. Optimise WhatsApp templates, messaging frequency, personalisation, and campaign performance. Ensure campaigns follow WhatsApp Business policies and applicable customer consent requirements.



Customer Lifecycle & Retention Strategy Develop end-to-end lifecycle marketing strategies across the customer journey. Create campaigns to convert enquiries into bookings, encourage repeat purchases, and reactivate inactive customers. Build cross-sell and upsell campaigns for complementary travel experiences and future trips. Identify opportunities to reduce customer drop-offs and improve repeat booking rates. Explore additional retention channels such as SMS, push notifications, loyalty programmes, and personalised offers where relevant. Requirements 2–6 years of experience in retention marketing, CRM, lifecycle marketing, or email marketing. Hands-on experience with Dotdigital and WATI, or comparable email automation and WhatsApp marketing platforms. Strong understanding of customer segmentation, marketing automation, personalisation, and lifecycle journeys. Experience designing campaigns that drive conversions, repeat purchases, and customer engagement. Proficiency in campaign analytics, reporting, A/B testing, and performance optimisation. Solid analytical thinking and the ability to translate data into actionable marketing strategies. Excellent written communication skills and attention to detail. Experience in travel, hospitality, e-commerce, or other customer-focused businesses is an advantage. Key Performance Indicators (KPIs) Repeat booking rate and retention revenue. Email and WhatsApp campaign conversion rates. Revenue attributed to retention campaigns. Customer reactivation rate. Customer lifetime value and customer engagement. Automation performance and campaign ROI. Who We're Looking For We're looking for someone who thinks beyond sending campaigns. You should understand customer behaviour, identify opportunities across the customer lifecycle, build smart automation workflows, and turn customer engagement into measurable business growth. If you enjoy combining marketing automation, customer psychology, creativity, and data to build long-term customer relationships, we'd love to hear from you.

📌 Retention Marketing Manager (Hyderabad)
🏢 Plan My Tour
📍 Hyderabad