Retention Marketing Manager

🚀 Retention & CRM Manager @ Nap ChiefLocation: Turbhe, Navi Mumbai (On-site)Experience: 4–7 yearsAt Nap Chief, we don’t just sell kidswear — we design comfort, joy, and childhood stories that last.Every message we send, every reminder we trigger, and every “Hey, we missed you” we share is a small piece of that story.As our Retention & CRM Manager, you’ll be the architect of how customers experience Nap Chief — from their first order to becoming lifelong loyalists. You’ll blend data, empathy, and creativity to build journeys that make every family feel seen, valued, and delighted.🌈 What You’ll Own & Drive✨ Lead & MentorBuild and guide a cross-functional Retention + CRM team that brings together strategy, analytics, and creativity.Foster a culture where every campaign starts with empathy and ends with measurable impact.💡 Design End-to-End Retention StrategyCraft a 360° retention plan covering onboarding, repeat purchase, loyalty, churn prevention, and win-back flows.Own the customer journey from first interaction to lifelong advocacy — ensuring every touchpoint feels authentically Nap Chief.🧭 Customer Journey MappingMap and continuously improve lifecycle touchpoints across email, SMS, push, WhatsApp, and web.Ensure the experience is seamless, consistent, and emotionally resonant at every stage.⚙️ Automation & PersonalizationBuild sophisticated automated journeys in MoEngage or Klaviyo to increase repeat purchase rate, frequency, and lifetime value.Use personalization intelligently — turning behavioral signals into meaningful interactions.📊 Data, Cohorts & InsightsDeep-dive into behavioral cohorts (RFM, churn, loyalty segments) to uncover opportunities for engagement.Partner with Analytics to build retention dashboards and track KPIs like repeat %, churn rate, cohort contribution, and reactivation %.🤝 Cross-Functional CollaborationWork closely with Growth, CX, and Brand teams to align messaging with ongoing campaigns, product drops, and launches.Collaborate with Product & Ops to turn customer feedback into tangible improvements.🎯 Testing, Reporting & OptimizationImplement robust A/B testing frameworks to refine journey timing, tone, offers, and creatives.Present weekly and monthly retention reports with data-driven insights and actionable next steps.💬 Customer Success & Experience FrameworksDefine tone of voice, escalation paths, SLAs, and feedback loops to deliver a consistent and premium support experience.Build empathy and problem-solving into the DNA of every interaction.🌱 Leadership & LearningTrain and inspire your team to think both analytically and creatively — blending left-brain logic with right-brain storytelling.Drive a culture of ownership, curiosity, and precision within the customer journey team.📖 Customer StorytellingLead customer storytelling initiatives — turning user insights and experiences into stories that guide our brand and product evolution.🧠 What You Bring to the TableDeep understanding of retention strategy design — from repeat purchase and churn reduction to loyalty programs.Hands-on expertise in MoEngage, Klaviyo, or WebEngage.Proven ability in CRM segmentation, lifecycle automation, and data analytics.Strong leadership and team management skills.Collaborative mindset — able to bridge Marketing, Product, and Ops seamlessly.Analytical sharpness with a creative spark — balancing numbers and narratives effortlessly.Comfort with interpreting LTV, AOV, repeat %, churn, and other retention metrics.Experience with A/B testing, offer planning, and campaign cadence optimization.A natural storyteller who can humanize data and inspire action.Above all — a deep empathy for customers and a genuine drive to make every experience meaningful.💛 Why Join Nap ChiefBe part of a fast-growing D2C brand redefining kidswear in India.Work in a creative, data-driven environment where ideas turn into action fast.Own your work — every project directly impacts how families experience our brand.Collaborate with passionate, curious, and empathetic teams who love what they do.Build something meaningful — comfort, joy, and storytelling for the next generation.💌 If you live for data-driven creativity, thrive on crafting delightful customer journeys, and love building brand loyalty — let’s talk.Apply directly or mail us at careers@napchief.com#WeAreHiring #RetentionManager #CRM #D2C #NapChief #CustomerExperience #Klaviyo #MoEngage #GrowthMarketing #CustomerJourney #Loyalty