Senior Retention Marketing Executive

🚀 Retention & CRM Manager @ Nap Chief

Location:

Experience:

Nap Chief

Every message we send, every reminder we trigger, and every “Hey, we missed you!” we share is a small piece of that story.

Retention & CRM Manager

What You’ll Own & Drive

✨ Lead & Mentor

• Build and guide a cross-functional Retention + CRM team that brings together strategy, analytics, and creativity.
• Foster a culture where every campaign starts with empathy and ends with measurable impact.

💡 Design End-to-End Retention Strategy

• Craft a 360° retention plan covering onboarding, repeat purchase, loyalty, churn prevention, and win-back flows.
• Own the customer journey from first interaction to lifelong advocacy — ensuring every touchpoint feels authentically Nap Chief.

🧭 Customer Journey Mapping

• Map and continuously improve lifecycle touchpoints across email, SMS, push, WhatsApp, and web.
• Ensure the experience is seamless, consistent, and emotionally resonant at every stage.

⚙️ Automation & Personalization

• Build sophisticated automated journeys in

  MoEngage

  or

  Klaviyo

  to increase repeat purchase rate, frequency, and lifetime value.
• Use personalization intelligently — turning behavioral signals into meaningful interactions.

📊 Data, Cohorts & Insights

• Deep-dive into behavioral cohorts (RFM, churn, loyalty segments) to uncover opportunities for engagement.
• Partner with Analytics to build retention dashboards and track KPIs like repeat %, churn rate, cohort contribution, and reactivation %.

🤝 Cross-Functional Collaboration

• Work closely with Growth, CX, and Brand teams to align messaging with ongoing campaigns, product drops, and launches.
• Collaborate with Product & Ops to turn customer feedback into tangible improvements.

🎯 Testing, Reporting & Optimization

• Implement robust A/B testing frameworks to refine journey timing, tone, offers, and creatives.
• Present weekly and monthly retention reports with data-driven insights and actionable next steps.

💬 Customer Success & Experience Frameworks

• Define tone of voice, escalation paths, SLAs, and feedback loops to deliver a consistent and premium support experience.
• Build empathy and problem-solving into the DNA of every interaction.

🌱 Leadership & Learning

• Train and inspire your team to think both analytically and creatively — blending left-brain logic with right-brain storytelling.
• Drive a culture of ownership, curiosity, and precision within the customer journey team.

📖 Customer Storytelling

• Lead customer storytelling initiatives — turning user insights and experiences into stories that guide our brand and product evolution.

What You Bring to the Table

• Deep understanding of

  retention strategy design

  — from repeat purchase and churn reduction to loyalty programs.
• Hands-on expertise in

  MoEngage, Klaviyo, or WebEngage

  .
• Proven ability in

  CRM segmentation, lifecycle automation, and data analytics.

• Strong

  leadership and team management

  skills.
• Collaborative mindset — able to bridge Marketing, Product, and Ops seamlessly.
• Analytical sharpness with a creative spark — balancing numbers and narratives effortlessly.
• Comfort with interpreting

  LTV, AOV, repeat %, churn

  , and other retention metrics.
• Experience with

  A/B testing, offer planning, and campaign cadence optimization.

• A natural storyteller who can humanize data and inspire action.
• Above all — a deep

  empathy for customers

  and a genuine drive to make every experience meaningful.

Why Join Nap Chief

• Be part of a

  fast-growing D2C brand

  redefining kidswear in India.
• Work in a

  creative, data-driven environment

  where ideas turn into action fast.

• Own your work

  — every project directly impacts how families experience our brand.
• Collaborate with

  passionate, curious, and empathetic

  teams who love what they do.
• Build something meaningful —

  comfort, joy, and storytelling

  for the next generation.

If you live for data-driven creativity, thrive on crafting delightful customer journeys, and love building brand loyalty — let’s talk.

careers@napchief.com

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