Retention Manager

2 weeks ago

Mumbai, India Pilgrim Full time

About Us

Founded in 2019 by IIT-B and IIM-A Alumni, Pilgrim is one of the fastest-growing Beauty & Personal Care brands that offers 250+ SKUs across face care, haircare, skincare, makeup and fragrances at over 25,000 pin codes and has grown into a 1000+ offline store omnichannel brand. Pilgrim is known to handpick the world’s best beauty secrets to create exciting and efficacious products that deliver results.


Position Summary

We are looking for a strategic and customer-focused professional to lead customer retention and loyalty efforts. In this role, you will optimise the entire customer journey, leveraging data insights to drive targeted campaigns and loyalty programs. Collaborating with cross-functional teams, you will translate customer feedback into actionable improvements and implement multi-channel strategies to enhance engagement and satisfaction.


Roles and Responsibilities

  • Develop and execute comprehensive retention strategies to enhance customer loyalty and satisfaction.
  • Collaborate with cross-functional teams to map and optimise the entire customer journey, from initial engagement to post-purchase support.
  • Analyse customer data and market trends to identify opportunities for improvement.
  • Establish effective feedback loops to capture customer insights and translate them into actionable improvements in the customer experience.
  • Own and manage the budget allocated for customer retention and loyalty initiatives, ensuring a positive return on investment.
  • Utilise data-driven segmentation and journey optimization techniques for targeted retention efforts.
  • Lead the development and execution of multi-channel communication strategies and corresponding A/B (email, SMS, social media, etc.) to engage and retain customers actively.
  • Design and manage customer loyalty programs, subscription models, and referral initiatives to incentivize repeat business.
  • Stay updated with current industry trends and competitor activities to identify opportunities and best practices in customer retention and loyalty.
  • Implement targeted campaigns and initiatives to re-engage and retain customers.


Experience and Education

  • A strategic thinker with a strong customer-centric mindset with 4-6 years of overall industry experience.
  • 3+ years of experience in customer retention, loyalty, CRM or related roles with a preference for consumer space.
  • Familiarity with email marketing, marketing automation tools, and CRM stack.
  • Strong problem-solving skills and adaptability in a fast-paced environment with exceptional quantitative & analytical skills.


Location

  • Andheri, Mumbai

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