Crm, Retention

2 weeks ago

Mumbai, Maharashtra, India Antal International Full time
Job Opportunity: CRM, Retention & Loyalty Lead About Us We are one of India's leading lifestyle retailers, offering a diverse portfolio of homegrown and international footwear and fashion brands.

Role Overview The CRM, Retention & Loyalty Lead will build and scale our retention roadmap, loyalty program, and lifecycle marketing strategy.

You will lead a talented team, work cross-functionally with marketing, analytics, and retail, and own the platforms, campaigns, and metrics that define how customers engage with us across channels.

Key Responsibilities Define and execute the CRM & Retention strategy aligned to business goals Design and run omnichannel campaigns (Email, SMS, Whats App, Push, RCS) using tools like Web Engage, Clevertap, Capillary, Salesforce Marketing Cloud Build personalized lifecycle journeys (welcome, repeat, churn prevention, winback)Manage and evolve the loyalty program including benefits, gamification, and engagement initiatives Partner with analytics teams for customer segmentation (RFM, AI/ML, cohort analysis)Track performance metrics (repeat purchase, churn, incremental revenue, redemption rates) and run A/B tests to optimize campaigns Lead and mentor a team of 3–4 CRM campaign managers, driving a performance-focused and data-driven culture What We're Looking For5+ years in CRM, Retention, or Loyalty Marketing in B2 C retail/e-commerce (fashion, lifestyle, or consumer brands preferred)Proven expertise in customer lifecycle marketing and loyalty program management (points/milestones/gamification)Strong knowledge of campaign tools (Web Engage, Clevertap, Capillary, Salesforce, Mo Engage, etc.)Analytical mindset with hands-on experience in data-driven personalization and campaign ROI measurement Experience leading small teams and working cross-functionally Familiarity with AI/ML models for churn prediction, propensity scoring, or personalization is a plus Why Join Us Be part of a heritage retail leader entering its next phase of digital-first growth Shape the customer engagement strategy for millions of loyal shoppers Work at the intersection of fashion, lifestyle, and technology, driving high-impact projects A culture that values innovation, ownership, and customer-first thinking Interested? Share your resume on eshita.mogal@antal.com and help us redefine customer loyalty in fashion retail.

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