The Sleep Company - Manager - Retention Marketing

Description:
About the Role :
This is not a campaign manager role.
This is a build, own, and scale role.
Leadership reviews focus on decisions and outcomes, not activity. As Retention Manager at The Sleep Company, you will own revenue from retention channels end-to-end. From nurturing cold and warm leads to driving store visits, conversions, repeat purchases, and LTV the number is yours.
You will build the entire retention engine from scratch: strategy, data framework, automations, experimentation, team, and culture. If something breaks in the funnel, you fix it. If revenue doesnt move, you figure out why.
What Youll Own :
End-to-End Retention Revenue:
- Own the entire retention funnel across Email, WhatsApp, SMS, and CRM touchpoints.
- Nurture leads aggressively but intelligently to drive store walk-ins, conversions, repeat purchases, and revenue.
- Be directly accountable for CTR, click-through revenue, conversion rate, delivery rate, and ROI.
Execution at Scale:
- Execute high-velocity campaigns for BAU, launches, promos, regional pushes, and ad-hoc leadership asks.
- Spot execution gaps before they impact numbers and fix them fast.
- Ruthlessly prioritize what moves revenue cut noise, double down on winners.
Automations & Always-On Growth:

- Build always-on journeys and lifecycle automations that print revenue even when campaigns arent running.
- Optimize lead nurturing, drop-offs, post-purchase, reactivation, and loyalty flows.
Data, Experiments & Truth:
- Build the retention data framework from zero. This includes dashboards, metrics, attribution logic, and reporting.
- Run continuous A/B experiments on messaging, offers, timing, cadence, and regional behavior.
- Call out whats not working with data, no vanity metrics, no opinions without proof.
Brand, CX & Communication Playbook:
- Define how The Sleep Company talks to customers across lifecycle stages and regions.
- Balance sales with empathy. Push when it converts, pull back when it hurts CX.
- Build a living communication playbook and update it relentlessly.
Budget, ROI & Cost Control:
- Own the retention budget like its your own money.
- Track cost per click, cost per conversion, and revenue per campaign.
- Deliver ROI
Insights, Surveys & Stakeholders:
- Run customer surveys and turn feedback into clear, actionable insights.
- Support new product launches and high-priority business requests without breaking the core engine.
Leadership & Culture :
- Build and lead a high-ownership retention team.
- Set execution standards, speed, and accountability.
- Create a culture where numbers matter and learning compounds.
- Loyalty & Referral Programs
- Own the strategy, launch, and scale of Loyalty and Referral Programs.
- Make loyalty a growth lever, not a discount engine.
Who Should Apply :
- Youve built or scaled Retention / CRM / Lifecycle Marketing in a fast-moving environment.
- Youre hands-on with WebEngage, CleverTap, MoEngage (or similar), but not dependent on tools to think.
- You are obsessed with numbers, funnels, and root-cause analysis (Excel is second nature).
- Youve managed teams and can raise the bar on execution.
- You take extreme ownership, when something fails, you fix it instead of explaining it.
- Youre comfortable with ambiguity, pressure, and moving fast.
- Immediate joiners or short notice candidates will be preferred.
What Success Looks Like in this Role :
- Retention becomes a predictable revenue engine, not a support function.
- Automation contributes a meaningful share of monthly revenue.
- Clear playbooks exist for regions, cohorts, and lifecycle stages.
- Leadership reviews focus on decisions and outcomes, not activity.