Head - Retention Marketing

Job Responsibilities:

Retention & Lifecycle Strategy

• Develop and execute a comprehensive retention marketing strategy focused on improving customer engagement, repeat purchase rates, customer lifetime value, and profitability.
• Define customer lifecycle journeys and create targeted interventions across acquisition-to-retention stages.
• Build and optimize loyalty, referral, subscription, and win-back programs to increase customer retention.
• Establish retention-focused KPIs and continuously monitor performance against targets.

CRM & Customer Engagement

• Own CRM strategy across email, SMS, push notifications, WhatsApp, and other owned channels.
• Develop personalized customer communication journeys based on segmentation, behavioral triggers, and purchase patterns.

Customer Analytics & Personalization

• Leverage customer data, analytics, and insights to identify retention opportunities and customer behavior trends. Drive experimentation through A/B testing and optimization initiatives.
• Build advanced segmentation frameworks to improve targeting and campaign performance.
• Partner with Analytics teams to measure retention metrics including repeat purchase rate, churn, cohort performance, customer lifetime value, and engagement metrics.

Collaboration & Growth Initiatives

• Work closely with Product, Category, Merchandising, and Marketing teams to develop retention-driven growth strategies.
• Collaborate with Customer Experience and Operations teams to identify and resolve key customer pain points impacting retention.

Revenue & Performance Management

• Own retention revenue targets and key customer growth metrics.
• Monitor campaign effectiveness and optimize retention investments to maximize ROI.

Innovation & Customer Loyalty

• Evaluate and implement new tools, automation capabilities, and personalization solutions.
• Identify opportunities to enhance customer loyalty and strengthen brand affinity across Group Bayport's portfolio.

Qualifications & Experience:

• MBA from a Tier 1 institute would be a plus
• Advanced degrees or certifications in Marketing, CRM, Analytics, or Customer Experience are preferred.
• Extensive experience in Retention Marketing, CRM, Lifecycle Marketing, Customer Growth, or Loyalty programs within eCommerce, D2C, Retail, or Digital-first organizations.
• Proven track record of driving customer retention, engagement, and revenue growth across international markets, preferably the US market.
• Experience working with CRM platforms, marketing automation tools, customer analytics, and personalization solutions.
• Demonstrated success in leading high-performing teams and managing cross-functional stakeholder relationships.
• Strong understanding of customer lifecycle management and retention economics.

Skills Required:

• Deep expertise in CRM, lifecycle marketing, customer segmentation, and retention strategies.
• Strong analytical and data-driven decision-making capabilities.
• Expertise in customer journey mapping, marketing automation, and personalization.
• Excellent leadership, stakeholder management, and team development skills.
• Strong business acumen with the ability to translate customer insights into revenue growth opportunities.
• Exceptional communication and presentation skills.

Why Join Us

• Strategic Leadership Opportunity: Lead a high-impact function directly influencing customer growth and profitability.
• Customer-Centric Innovation: Shape the future of customer engagement across multiple global brands.
• Global Exposure: Collaborate with international teams and influence retention strategies across key markets.
• Growth & Scale: Drive retention for a rapidly expanding global eCommerce organization.
• Competitive Compensation: Competitive salary and comprehensive benefits package.