Customer Retention Manager

Job Title

Associate Manager/Manager - Marketing & Communications

Role Overview

Retention Marketing - Associate Manager / Manager to lead CRM growth across paid channels (SMS, WhatsApp, RCS, and more). This role is pivotal in driving both Visit and Revenue contributions during Sale and BAU (Business-as-Usual) periods, while also spearheading innovation, personalization, and experimentation across CRM touchpoints. The ideal candidate brings strong channel expertise, team management capability, vendor coordination experience, and a passion for driving customer engagement.

Knowledge and Skill / Qualification Requirements

4–7 years of experience in Retention/CRM

● Strong hands-on knowledge of paid CRM channels: WhatsApp, SMS, RCS; knowledge of automation tools like MoEngage, Clevertap, etc.

● Experience managing a team and working cross-functionally with marketing, category, and product teams.

● Exposure to AI, personalization, or automation within CRM is a strong plus.

● Strong analytical mindset with experience in performance tracking, cohort analysis, and experimentation.

Key Responsibilities

1. Revenue & Visit Growth via Paid CRM Channels

• Own the performance and growth of CRM paid channels: WhatsApp, SMS, RCS, and future new channels.

2. Team & Channel Ownership

• Manage and mentor CRM team members, ensuring:

o Balanced ownership of channels and goals across the team.

o Active collaboration, transparency, and shared accountability.

3. Vendor & Stakeholder Program Management

• Collaborate closely with internal stakeholders – Brand Managers, Category Managers, and Cross-functional teams – to:

o Maximize CRM-led visibility and contribution to brand/category growth.

o Align CRM efforts with business and marketing objectives.

4. Innovation via AI, Bots & Personalization

• Identify and implement opportunities for:

o AI-led automation in CRM workflows and campaign optimization.

o Expansion of WhatsApp bots and integration of new customer-service touchpoints.

5. Experimental Activations & IP Development

• Conceptualize and execute innovative site activation strategies to boost visits and engagement.