Customer Retention Manager

Role Overview

Assistant Manager – Customer Retentio

.

Key Responsibilities

Customer Retention & CRM

• Own and execute customer lifecycle campaigns across channels such as push, email, SMS, WhatsApp, and in-app notifications usi

  ng CleverTap or MoEng

  age.
• Design and optimize customer journeys for onboarding, engagement, reactivation, and churn prevention.
• Segment users based on behavior, cohorts, and lifecycle stages to drive personalized communication.
• Continuously test and optimize campaigns (A/B testing, funnels, cohorts) to improve retention and LTV.

Analytics & Performance

• Track and analyze key retention metrics such as repeat rate, churn, cohort retention, campaign CTRs, and conversions.
• Prepare regular dashboards and reports to share insights and recommendations with stakeholders,
• Use customer data and insights to suggest improvements in messaging, timing, and channels.

Operations & Execution

• Ensure end-to-end campaign execution including setup, QA, scheduling, and post-campaign analysis.
• Coordinate with design, content, tech, and product teams to ensure timely and accurate campaign delivery.
• Maintain CRM hygiene, campaign calendars, documentation, and SOPs.
• Support process improvements to enhance operational efficiency and reduce execution errors.

Cross-functional Collaboration

• Work closely with product and tech teams to implement event tracking, user attributes, and new CRM features.
• Collaborate with customer support and operations teams to align retention strategies with on-ground customer issues and feedback.

Required Skills & Qualifications

• 4–7 years of experience

  in customer retention, CRM, lifecycle marketing, or gro

  wth roles.
• Hands-on experience wi

  th CleverTap or MoEng

  age (mandatory).
• Strong understanding of customer lifecycle management and retention metrics.
• Experience working in fast-paced environments such

  as e-commerce, fintech, consumer tech, or start

  ups.
• Good analytical skills with the ability to derive insights from data.
• Strong operational skills with attention to detail and execution rigor.

Good to Have

• Experience with multiple CRM channels (push, email, WhatsApp, SMS).
• Basic knowledge of SQL or analytics tools.
• Exposure to automation, journey orchestration, and personalization at scale.
• Experience in coordinating with multiple internal stakeholders.