Customer Retention & Lifecycle Manager

About the Role:

We are looking for a strategic, data-savvy, and customer-obsessed professional to take full ownership of customer retention, segmentation strategy, and lifetime value optimization. Your role will be to analyze customer behavior, design outreach campaigns, and unlock revenue from existing customers through smart product planning, CRM journeys, and seasonal offers.

You’ll work closely with the sales, service, content, digital, and CRM teams to create actionable growth playbooks, especially during off-season times and peak medical needs.

Key Responsibilities:

• Analyze user data across services (BiPAP, CPAP, Beds, Wheelchairs, Oxygen Concentrators, etc.) to segment customers by behavior, spend, device usage, geography, and seasonality.
• Own the Customer Lifecycle Strategy – retention, reactivation, cross-sell, upsell, loyalty & referrals.
• Build campaign logic to reach out via email, WhatsApp, SMS, CRM journeys.
• Define seasonal and off-season marketing calendar for repeat engagement & product awareness.
• Plan and execute campaigns like:
• Filter/mask replacement reminders
• Rent-to-own conversion pitches
• Service due nudges
• Product upgrade suggestions
• Work with content team to define personalized pitch based on customer journey
• Collaborate with digital team to run remarketing campaigns on Google/Facebook
• Track customer LTV, churn, NPS, and repeat rate – and build dashboards to track progress.
• Design support mechanisms (post-sale care, tips, service reminders) that make customers rely on us for everything medical-related.

You’re the Ideal Candidate If You:

• Are analytical, creative, and deeply understand customer behavior
• Have a background in product management, CRM, customer success, or performance marketing
• Are comfortable with data segmentation, Excel/Google Sheets, basic SQL/CRM reporting
• Understand how to build loyalty in service-based businesses
• Have experience in healthcare, D2C, fintech, edtech, or subscription-based products
• Are strategic and execution-oriented, with a bias for experimentation and iteration

Preferred Skills:

• CRM tools (Zoho, Hubspot, MoEngage, etc.)
• Retention metrics (LTV, CAC, Churn, Cohort Analysis)
• Customer Segmentation
• Campaign Planning
• Digital remarketing/paid campaign collaboration
• Strong written communication for copy briefing
• Optional: Knowledge of healthcare industry/customer psychology

Why Join Us?

• Be the architect of customer growth in a purpose-driven brand
• Build campaigns that actually impact patient care and life quality
• A collaborative team that values experimentation and customer-first thinking
• Flat hierarchy, room for innovation, and freedom to lead initiatives

Job Type: Full-time

Pay: ₹18,000.00 - ₹35,000.00 per month

Benefits:

• Flexible schedule
• Provident Fund

Experience:

• Customer retention: 1 year (Preferred)

Work Location: In person