Senior Customer Retention Specialist

4 days ago

Palakkad, Kerala, India beBeeRetention Full time ₹ 1,00,00,000 - ₹ 1,20,00,000

Soulflower is a leading natural beauty and wellness company with global certifications and clinical proof backing every product. We are building a trusted, authentic, and sustainable beauty brand.

Job Role Overview

We are looking for a passionate Assistant Manager to strengthen our relationship with our loyal customer base. This role will focus on customer lifecycle management, personalization, loyalty, and repeat purchase growth across digital channels. You will use data-driven insights, creative campaigns, and automation to turn customers into brand advocates.

Key Responsibilities:
  • Customer Lifecycle Management
    • Design and execute customer retention journeys: onboarding, engagement, repeat, cross-sell, win-back, and churn prevention.
    • Increase Repeat Purchase Rate, AOV, and CLV through targeted CRM strategies.
    • Segment customers using RFM (Recency, Frequency, Monetary) and behavioral cohorts.
  • Campaign & Channel Management
    • Own CRM campaigns across Email, SMS, WhatsApp, and Push Notifications with sharp personalization.
    • Collaborate with performance marketing and creative teams to craft high-converting retention campaigns.
    • Ensure consistent brand voice, empathy, and care in all CRM communications.
  • Loyalty & Retention Programs
    • Strengthen our Loyalty Program – driving sign-ups, redemptions, and customer delight.
    • Develop VIP & Subscriber Programs to improve LTV.
    • Partner with CX teams to ensure issue resolution translates into retention opportunities.
  • Data, Analytics & Reporting
    • Track key retention metrics: Repeat Rate, Churn %, LTV, CAC:CLV ratio, ROAS on retention.
    • Run A/B tests to optimize messaging, cadence, and offers.
    • Build weekly dashboards and insights for leadership.
  • Tools & Technology
    • Manage CRM/automation tools like Klaviyo, WebEngage, MoEngage, Clevertap, Shopify CRM integrations.
    • Drive data hygiene, personalization logic, and automation workflows.
    • Explore AI-driven segmentation and predictive churn tools.

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