Senior Manager

19 hours ago

New Delhi, India GIVA Full time

Job Title: Senior Manager, Customer Retention & RevenueJob SummaryAs the Senior Manager of Customer Retention & Revenue, you will co-own critical revenue metrics with the leadership team. This is a high-impact, strategic role focused on maximizing the Lifetime Value (LTV) of GIVA's customers across both Online and Offline channels. You will lead the strategy, execution, and analysis of all post-acquisition initiatives, and drive revenue growth across channels.Key ResponsibilitiesStrategy & Revenue Co-Ownership- Co-own revenue targets and key performance indicators (KPIs) related to customer retention, including Repeat Purchase Rate, Customer Lifetime Value (LTV), and churn reduction. - Develop and champion the end-to-end customer retention strategy for GIVA, ensuring alignment across online and offline channels to create a seamless omnichannel experience. - Identify and implement innovative problem-solving solutions to friction points in the customer journey that impact loyalty and repeat purchases.Team Leadership & Management- Lead, mentor, and develop a high-performing retention team, fostering a culture of data-driven decision-making, accountability, and continuous improvement.Program & Revenue Management- Lead and manage end-to-end programs focused on revenue optimization, customer retention, and operational efficiency. - Collaborate with cross-functional teams (Marketing, Product, Operations, Finance) to plan, implement, and track key retail initiatives. - Monitor program performance, identify risks, and ensure timely execution of deliverables.Customer Lifecycle Management- Map, analyze, and optimize the repeat-user journey—from second purchase/visit onward—to maximize retention and lifetime value. - Identify journey gaps, define experiments, and recommend improvements based on customer behavior insights.Data-Driven Decision Making- Track and interpret core revenue and CLM metrics, including Churn Rate, Customer Lifetime Value (CLV), Repeat Purchase Rate, Frequency, and Recency.Communication & Collaboration- Serve as the primary liaison between the retention team and cross-functional partners (Marketing, Product, Tech, Offline Retail Operations).Qualifications- Bachelor’s degree in Business, Marketing, Operations, or a related field (MBA preferred). - 5–8 years of experience in Revenue Management, or Customer Lifecycle roles within Retail/Ecommerce/Quick-commerce. - Proven experience in leading and mentoring a team of retention/marketing specialists - Strong analytical and problem-solving skills using tools such as Excel, SQL, and CRM platforms. - Excellent communication, stakeholder management, and project execution skills. - Ability to work in a fast-paced, data-driven environment.

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