Retention Marketing Expert

About ThriveCo:

We are an evidence-based, cosmeceutical brand that offers a comprehensive range of scientifically proven solutions for diverse hair and skin concerns. We wish to see everyone Thrive. With this as our core belief, we are driven by extreme empathy, inquisitiveness and an undying spirit to bring a positive change in the world we live in. We are unconditionally honest with the products we formulate, and obsessive about the results our customers gain from it.

About the Role:

We are seeking a strategic, data-driven Retention Marketing Expert to join our marketing team. In this role, you will be responsible for developing and executing retention strategies aimed at increasing customer loyalty, reducing churn, and improving lifetime value (LTV). You will leverage data analytics and customer insights to create personalized retention campaigns, build strong relationships with customers, and ensure seamless experiences across multiple touchpoints. This role requires someone with a strong background in CRM, email marketing, customer segmentation, and lifecycle marketing, with hands-on experience using CleverTap or similar tools.

Key Responsibilities:

- Retention Strategy :

Develop and execute comprehensive retention marketing strategies to increase customer engagement, loyalty, and lifetime value across all customer segments.

- Lifecycle Campaign Management:

Plan and execute multichannel retention campaigns including email, SMS, Whatsapp, push notifications, and in-app messages to drive repeat purchases and subscription renewals.

- Data-Driven Insights:

Utilize data analytics to identify key drivers of churn, segment customers, and measure the effectiveness of retention efforts. Provide actionable insights to optimize campaigns.

- Customer Segmentation & Personalization:

Leverage customer data and behavior to create segmented, personalized marketing campaigns that speak directly to specific customer needs and preferences.

- Cross-Functional Collaboration:

Work closely with product, marketing, creative, customer support, and other teams to align retention strategies with overall business goals, ensuring a seamless customer experience.

- Churn Prevention & Win-Back Campaigns:

Develop targeted campaigns to prevent churn and re-engage lapsed customers through personalized communication, special offers, and loyalty programs.

- A/B Testing & Optimization:

Design and implement A/B tests to continually optimize retention strategies, focusing on open rates, conversion rates, and customer satisfaction metrics.

- Reporting & KPIs:

Monitor key retention KPIs such as churn rate, customer retention rate, LTV, and customer satisfaction (NPS). Regularly present performance metrics and insights to senior leadership.

- Technology & Tools:

Utilize CleverTap and other marketing automation platforms, CRM systems, and analytics tools (e.g. CleverTap Journeys, Google Analytics) to design, implement, and measure retention campaigns.

- Education:

Bachelors degree in Marketing, or related field. A Masters degree is a plus.

- Experience:

2+ years of experience in retention, CRM, or lifecycle marketing, preferably in D2C, e-commerce, SaaS, or a subscription-based business.

- Technical Skills:

- Proficiency in CRM platforms, particularly CleverTap, Webengage, MoEngage, LimeChat or Kwikengage

- Hands-on experience with email, SMS, Whatsapp marketing tools & automation platforms.

- Strong data analysis skills and familiarity with analytics platforms (Google Analytics, Tableau, etc.).

- Knowledge of A/B testing, segmentation, and personalization techniques.

- Soft Skills:

- Excellent communication and creative skills.

- Strong problem-solving and critical-thinking abilities.

- Multi-tasking & Project-management

- Collaborative mindset and the ability to work effectively with cross-functional teams.