Customer Retention Manager (Loyalty Program)

Customer Retention Manager

At Oliva, we don’t just deliver results — we deliver experiences.

We’re looking for a Customer Retention Manager who can build a thriving community of loyal, engaged, and repeat clients who choose Oliva for the expertise and the experience.

If you’re someone who understands people, loves building relationships, and enjoys crafting memorable client journeys, this role is your playground.

🔑What You’ll Own (Key Responsibilities)

1. Client Retention & Engagement

• Own the full lifecycle of existing clients — from first visit all the way to long-term loyalty and reactivation.
• Design and run creative, personalized retention initiatives that make every client feel truly valued.
• Collaborate with clinic and BPM teams to drive monthly engagement, follow-ups, and targeted reactivation efforts.
• Build and implement retention & recovery playbooks across client categories (new, inactive, high-value, etc.).
• Define KPIs and continuously monitor revisit and recovery performance across all clinics.
• Manage automated communications across SMS, WhatsApp, and RCS.
• Plan communication based on consumer insights and track campaign impact all the way to conversion.

2. Loyalty Program Management – Viva Oliva

• Lead, enhance, and expand our Viva Oliva loyalty program to make it more rewarding, experiential, and emotionally engaging.
• Introduce surprise-and-delight moments, milestone rewards, and recognition touchpoints.
• Ensure seamless on-ground activation of loyalty benefits through close collaboration with clinic teams.

3. Referrals & Advocacy

• Strengthen our referral ecosystem by celebrating advocates and incentivizing them meaningfully.
• Conceptualize creative word-of-mouth campaigns that fuel organic community growth.
• Work with the marketing team to craft storytelling around loyal and returning clients.

4. Events & Client Experiences

• Curate and execute premium client engagement events — appreciation evenings, festive previews, expert workshops, loyalty showcases, and more.
• Partner with dermatologists and clinic teams to build authentic brand-client connections.

5. Strategic Alliances & Partnerships

• Build partnerships with aligned brands across wellness, fitness, beauty, luxury retail, and corporates.
• Drive co-branded activations, cross-promotions, and community experiences that bring in high-quality new clients.
• Track outcomes across leads, participation, engagement, and conversion.

Whom We’re Looking For (Ideal Candidate)

• 4–8 years of experience in

  client engagement, community building, brand loyalty, or relationship management.

• Exceptional people skills — warm, articulate, and naturally community-driven.
• Prior experience in

  beauty, wellness, luxury, or hospitality

  brands is a strong plus.
• Creative and insight-led — understands consumer behavior and experience design.
• Comfortable working cross-functionally with marketing, clinics, dermatologists, and partnerships teams.
• If building emotional connections, elevating brand experience, and creating loyal communities excites you,

Oliva is the perfect place to grow your craft.

Ready to join us?

Apply now and help us build India’s most loved skin & hair experience. Share your resume to aravind.thoomu@olivaclinic.com.