Retention Marketing Manager

About the Role

Acquisition gets a family to buy once. Retention is what turns them into a loyal household. As Retention Marketing Manager, you own the entire post-first-purchase relationship — the emails, WhatsApp, SMS, app and loyalty touches that bring parents back for the next bottle, the next lunchbox, the next size up as their child grows.

Youll live in the lifecycle: building segments, designing journeys, running win-back and replenishment flows, and growing repeat rate, LTV and retention while keeping CRM costs efficient. You turn one-time buyers into repeat buyers, and repeat buyers into advocates — using data, sharp creative, and relentless experimentation.

This is a hands-on, numbers-first role with real ownership. Do it well and youll grow into leading the full lifecycle and loyalty function as we scale.

Key Responsibilities

• Own retention & repeat rate: drive repeat purchase, customer LTV, and net revenue from the existing base across D2C and marketplaces.
• Build the lifecycle engine: design and run automated journeys across email, WhatsApp, SMS, push and on-site — welcome, onboarding, replenishment, cross-sell, win-back, and post-purchase nurture.
• Segment with precision: build RFM and behavioural cohorts (new vs repeat, lapsing, high-value, category-specific) and tailor messaging, offers and cadence to each.
• Own loyalty & referral: design and scale loyalty, rewards and referral programs that increase repeat frequency and turn happy parents into advocates.
• Reduce churn: identify at-risk and lapsing customers early, build win-back flows, and measurably bring them back.
• Run replenishment & cross-sell: use purchase cadence and product life-cycles (e.g. a child outgrowing a bottle size) to trigger timely, relevant repeat prompts.
• Experiment relentlessly: A/B test subject lines, creative, offers, timing and journeys; improve open, CTR, conversion and revenue-per-send.
• Own the CRM stack: manage the CRM/marketing-automation platform (MoEngage, CleverTap, WebEngage or similar) — campaign setup, automation, deliverability and data hygiene.
• Measure and report: own retention dashboards — repeat rate, LTV, cohort retention, churn, CRM-attributed revenue, channel ROI — and report clearly to leadership.
• Partner cross-functionally: work with Brand/Creative on messaging, with Analytics on segments and signals, and with CX and Product on the end-to-end customer experience.

What Were Looking For

• 3–6 years in retention / lifecycle / CRM marketing, ideally in D2C, e-commerce, or consumer brands.
• Hands-on with a CRM / marketing-automation platform (MoEngage, CleverTap, WebEngage, Klaviyo, or similar) — building segments, journeys and automations yourself.
• Strong command of lifecycle channels — email, WhatsApp, SMS, push — and how to orchestrate them without over-messaging.
• Data-fluent: comfortable with cohort/RFM analysis, funnels, and retention metrics; can pull and read your own numbers (SQL/Excel/Sheets); turns data into action.
• Proven track record improving repeat rate, LTV, retention or churn with clear before/after numbers.
• Sharp instinct for offers, copy and creative that drive action without eroding brand or margin.
• Organised, experiment-driven, and able to run many journeys accurately at once.