Retention Manager

Role Overview

This is a mission-critical, high-ownership role focused on retention, engagement, and customer LTV. You'll build and scale our email flows, SMS and WhatsApp campaigns, review collection, winbacks, and retention experiments.

You’ll collaborate with our content, design, and ops teams to ensure every customer touchpoint feels personalized, premium, and conversion optimized.

Key Responsibilities:

A. Retention Marketing:

• Plan and execute email, WhatsApp, and SMS campaigns to improve customer engagement and retention.
• Develop automation workflows for welcome, re-engagement, and win-back campaigns.
• Optimize customer journeys to boost repeat purchases and lifetime value.

B. Customer Segmentation & Personalization:

• Use data to segment customers based on behavior, purchase history, and engagement.
• Personalize messaging to improve conversion rates and reduce churn.

C. Loyalty & Re-engagement Programs:

• Assist in developing loyalty programs, rewards, and referral campaigns.
• Analyze performance and suggest improvements to enhance customer retention.

D. Performance Analysis & Optimization:

• Track key metrics like repeat purchase rate, churn rate, AOV, CTR.
• Provide actionable insights to optimize retention campaigns.

E. Collaboration & Execution:

• Work with the brand team to ensure cohesive messaging across customer touchpoints.

What we’re looking for:

• 2–4 years of experience in retention or lifecycle marketing at a fast-paced D2C company, ideally a beauty, wellness or any other women-first brand.
• Bonus: Prior experience setting up retention tools and flows from scratch (e.g., Gupshup, Klaviyo, etc.)
• Bonus: you've worked in a fast-paced startup, wellness brand, or women-first product
• Proactive, detail-oriented, and love solving for growth, not just "sending emails"
• Expertise analyzing data and drawing insights using Google Sheets, Excel, GA4 or similar
• Understand how to creatively personalize communication across lifecycle stages
• Think in experiments, flows, and customer psychology