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Retention Lead

2 months ago

Mumbai, India Pilgrim Full time

About the Role


Retention Lead - Are you passionate about crafting strategies that drive customer loyalty and satisfaction? We’re looking for an experienced Customer Retention Lead to join our dynamic team . In this role, you will develop and execute comprehensive retention strategies, collaborate with cross-functional teams to optimize the customer journey, and leverage data insights to enhance our customer experience.


Roles and Responsibilities

  • Develop and execute comprehensive retention strategies to enhance customer loyalty and satisfaction.
  • Collaborate with cross-functional teams to map and optimize the entire customer journey, from initial engagement to post-purchase support.
  • Analyze 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.
  • Utilize 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


The Ideal Profile

  • A strategic thinker with a strong customer-centric mindset with 10-12 years of overall industry experience
  • Proven experience (6+ years) 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.
  • Degree in Marketing, Business, or a related field (MBA preferred) from Tier I/II Universities is a plus