
Customer Retention Strategist
4 days ago
Soulflower is a leading natural beauty and wellness company in India.
We are looking for an Assistant Manager – CRM & Retention to strengthen our relationship with our loyal customer base.
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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