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Boost Customer Loyalty as Assistant Manager – Customer Experience

2 weeks ago

Chennai, Tamil Nadu, India beBeeRetention Full time ₹ 7,50,000 - ₹ 10,00,000
Assistant Manager – Customer Experience and Loyalty

We are seeking a seasoned professional to lead our customer experience and loyalty initiatives. As Assistant Manager – Customer Experience and Loyalty, you will play a pivotal role in strengthening our relationship with our loyal customer base.

Key Responsibilities:

  1. Customer Journey Management
  • Design and execute customer retention journeys: onboarding, engagement, repeat, cross-sell, win-back, and churn prevention.
  • Increase Repeat Purchase Rate, Average Order Value (AOV), and Customer Lifetime Value (CLV) through targeted strategies.
  • Segment customers using Recency, Frequency, Monetary (RFM) analysis and behavioral cohorts.
Campaign and Channel Management
  • Own customer-centric 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 customer communications.
Loyalty and Retention Programs
  • Strengthen our Loyalty Program – driving sign-ups, redemptions, and customer delight.
  • Develop VIP and Subscriber Programs to improve LTV.
  • Partner with CX teams to ensure issue resolution translates into retention opportunities.
Data, Analytics, and Reporting
  • Track key retention metrics: Repeat Rate, Churn %, LTV, Cost-to-Acquire vs. Customer Lifetime Value (CAC:CLV) ratio, Return on Ad Spend (ROAS) on retention.
  • Run A/B tests to optimize messaging, cadence, and offers.
  • Build weekly dashboards and insights for leadership.
Tools and 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.

Desired Skills and Qualifications:

  1. 3–5 years of experience in customer experience, retention, or engagement in D2C/Consumer Brands.
  2. Strong knowledge of CRM tools, automation, and analytics platforms. Webengage, Moengage.
  3. Analytical mindset – comfort with data, cohort analysis, and A/B testing.
  4. Creative thinker with ability to personalize content and storytelling.
  5. Strong understanding of customer empathy and solution-driven communication.
  6. Exposure to eCommerce/beauty/wellness industry preferred.


You will be part of a purpose-led, sustainable organization shaping the future of clean beauty, with growth path into leadership roles within customer experience and loyalty.