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Customer Retention and Loyalty Marketing Leader

3 weeks ago

Mumbai, Maharashtra, India beBeeRetention Full time ₹ 16,00,000 - ₹ 19,00,000

Customer Retention and Loyalty Marketing Lead

We are seeking a seasoned professional to lead our customer retention and loyalty marketing efforts.

About the Role

The Customer Retention and Loyalty Marketing Lead will be responsible for building and executing a comprehensive retention roadmap, loyalty program, and lifecycle marketing strategy. You will lead a team of marketing professionals, collaborate with cross-functional teams, and own the platforms, campaigns, and metrics that drive customer engagement across channels.

Key Responsibilities

  • Develop and execute the CRM & Retention strategy aligned to business goals
  • Design and implement omnichannel campaigns (Email, SMS, WhatsApp, Push, RCS) using tools like WebEngage, Clevertap, Capillary, Salesforce Marketing Cloud
  • Create 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

Requirements

  • 5+ years in CRM, Retention, or Loyalty Marketing in B2C 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 (WebEngage, Clevertap, Capillary, Salesforce, MoEngage, 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