Retention Marketing Manager

🚀 Retention & CRM Manager @ Nap Chief Location: Turbhe, Navi Mumbai (On-site) Experience: 4–7 years At 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 & Mentor - Build 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 Strategy - Craft 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 Mapping - Map 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 & Personalization - Build 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 & Insights - Deep-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 Collaboration - Work 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 & Optimization - Implement 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 Frameworks - Define 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 & Learning - Train 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 Storytelling - Lead customer storytelling initiatives — turning user insights and experiences into stories that guide our brand and product evolution. 🧠 What You Bring to the Table - Deep 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 Chief - Be 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