CRM, Retention & Loyalty Lead

Job Opportunity: CRM, Retention & Loyalty Lead

About Us

We are one of India’s leading lifestyle retailers, offering a diverse portfolio of homegrown and international footwear and fashion brands.

Role Overview

The CRM, Retention & Loyalty Lead will build and scale our retention roadmap, loyalty program, and lifecycle marketing strategy. You will lead a talented team, work cross-functionally with marketing, analytics, and retail, and own the platforms, campaigns, and metrics that define how customers engage with us across channels.

Key Responsibilities

• Define and execute the CRM & Retention strategy aligned to business goals
• Design and run omnichannel campaigns (Email, SMS, WhatsApp, Push, RCS) using tools like WebEngage, Clevertap, Capillary, Salesforce Marketing Cloud
• Build personalized lifecycle journeys (welcome, repeat, churn prevention, winback)
• Manage and evolve the loyalty program including benefits, gamification, and engagement initiatives
• Partner with analytics teams for customer segmentation (RFM, AI/ML, cohort analysis)
• Track performance metrics (repeat purchase, churn, incremental revenue, redemption rates) and run A/B tests to optimize campaigns
• Lead and mentor a team of 3–4 CRM campaign managers, driving a performance-focused and data-driven culture

What We’re Looking For

• 5+ years in CRM, Retention, or Loyalty Marketing in B2C retail/e-commerce (fashion, lifestyle, or consumer brands preferred)
• Proven expertise in customer lifecycle marketing and loyalty program management (points/milestones/gamification)
• Strong knowledge of campaign tools (WebEngage, Clevertap, Capillary, Salesforce, MoEngage, etc.)
• Analytical mindset with hands-on experience in data-driven personalization and campaign ROI measurement
• Experience leading small teams and working cross-functionally
• Familiarity with AI/ML models for churn prediction, propensity scoring, or personalization is a plus

Why Join Us

• Be part of a heritage retail leader entering its next phase of digital-first growth
• Shape the customer engagement strategy for millions of loyal shoppers
• Work at the intersection of fashion, lifestyle, and technology, driving high-impact projects
• A culture that values innovation, ownership, and customer-first thinking

Interested?