Senior Manager

1 week ago

Gurugram, India Hirly Full time

Overview:We are seeking a data-driven and customer-obsessed Senior Manager for Retention to lead lifecycle management, drive repeat purchases, and maximize customer lifetime value (CLTV). The ideal candidate has hands-on experience with CRM, segmentation, personalized marketing, and multi-channel customer engagement in the e-commerce environment.Key Lifecycle & Retention Strategy:- Develop and execute retention strategies across the entire customer lifecycleonboarding, activation, engagement, repeat purchase, and win-back.- Define and own key metrics such as Repeat Rate, LTV, Churn, AOV, Cohorts, and Frequency of Purchase.- Build and optimize personalized journeys, targeting the right customer segments with relevant messaging.CRM & Channel Management:- Manage and optimize CRM campaigns across Email, SMS, Push Notifications, WhatsApp, App, Web Personalization.- Use A/B testing to improve open rates, conversions, and retention.- Ensure messaging consistency across touchpoints.Customer Segmentation & Analytics:- Build customer segments based on behavior, purchase patterns, RFM analysis, and lifecycle stage.- Analyze cohort performance and implement targeted interventions.- Run churn prediction models with the analytics/data science team.Program & Campaign Management:- Own the plan and execution of loyalty programs, subscription models, and reward structures.- Develop promotional strategies for active, at-risk, and dormant segments.- Lead automated workflows and lifecycle journeys using CRM tools.Cross-functional Collaboration:- Work closely with Product, Marketing, Growth, Performance, Supply Chain, and Customer Service to ensure cohesive customer experience.- Influence product roadmaps for improving retention (UX, personalization, recommendation engines).Tools & Technology:- Hands-on experience with CRM/Lifecycle platforms such as MoEngage, Clevertap, WebEngage, Braze, Salesforce or similar.- Comfortable with data tools: GA4, Tableau/Power BI, Excel, SQL (preferable).Qualifications & Skills:- 7-12 years of experience in Retention, CRM, Lifecycle Marketing, or Growth within E-commerce/D2C/Consumer Internet.- Strong analytical mindset with the ability to convert data into actionable insights.- Proven ability to scale retention programs and reduce customer churn.- Excellent communication, leadership, and stakeholder management skills.- Experience with loyalty programs or subscription products is a plus.Core Competencies:- Customer-centric thinking- Data-driven decision-making- Experimentation and A/B testing- Problem-solving and strategic planning- Strong ownership and execution disciplineWhy Join Us:- Opportunity to drive strategic revenue through customer loyalty and lifecycle excellence.- Work with a fast-growing, customer-first e-commerce brand.- Competitive compensation, ownership of key metrics, and strong cross-functional visibility. (ref:iimjobs.com)

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