Retention Marketing Executive

About the company

Treebo Hospitality Ventures (THV) is a hotel group operating with a mission of "democratising the joy of travel". We focus on the affordable segments of the market — economy to mid-market — to cater to the next 100 million travellers who will experience the joy of travel over the next 10 years. We offer these guests a high-quality experience at an affordable price point, with a portfolio of 800+ hotels across 120+ cities.

We operate through multiple brands catering to different sub-segments:

Itsy (₹1000–1500)

Treebo and Treebo Premium (₹1500–3000)

Medalio, our newly launched affordable luxury brand (₹3000–6000 per night)

We are also the master franchisee of Accor Hotels in India for their Ibis and Mercure brands, which cater to larger mid-market properties.

We are the most loved hotel chain in the affordable segment, with an average rating of 7.8/10 across independent review platforms — and we are just getting started.

About The Role:

We are seeking a dynamic and data-driven Manager – Retention Marketing to lead and

grow our customer lifecycle and loyalty initiatives. You’ll work with the team retention

marketing strategy across channels like email, SMS, push notifications, WhatsApp, RCS

and app messaging to maximize repeat bookings, reduce churn, and increase customer

lifetime value (CLV).

Key Responsibilities:

● Retention Strategy:

Co-develop and execute the retention marketing roadmap, identifying key lifecycle

stages (onboarding, repeat, churn risk, win-back) and implementing targeted

communication strategies.

● Customer Segmentation:

Build actionable audience segments based on user behavior, demographics, loyalty

status, and booking patterns using CRM tools and analytics platforms.

● Multi-Channel Campaigns:

Plan, create, and manage end-to-end campaigns across email, SMS, WhatsApp, push

notifications, and in-app messages to drive engagement and repeat bookings.

● Loyalty & Rewards Integration:

Work closely on the Loyalty Program to promote tier benefits and increase member

stickiness and repeat rates through exclusive campaigns. Automate these campaigns to

ensure timely communication.

● Automation & Personalization:

Set up event-triggered journeys (abandoned cart, post-stay engagement, reactivation

campaigns) using marketing automation tools.

● Performance Analysis:

Monitor and report key retention metrics, including repeat rate, churn rate, email

open/click rates, and redemption behavior. Continuously optimize campaigns based on

data insights.

● Cross-functional Collaboration:

Partner with Product, Tech, CRM, Revenue Management, and Guest Experience teams to

create seamless user journeys and touchpoints.

What we are looking for

● 3–6 years of experience in retention/lifecycle/CRM marketing, ideally within the

hospitality, travel, or consumer tech industries

● Deep understanding of customer journeys, loyalty behavior, and marketing

automation

● Proficiency with CRM/marketing automation tools like MoEngage, WebEngage,

CleverTap, or similar platforms

● Strong analytical mindset with experience using tools like Excel, Google Analytics,

or Mixpanel

● Use AI to simplify and speed up execution as well as analysis

● Excellent written communication and storytelling skills

● A/B testing mindset with a willingness to experiment and iterate