
Customer Relationship Retention Manager
2 days ago
Join our team as a Retention Manager to spearhead customer lifecycle management, personalization, loyalty, and repeat purchase growth across digital channels. As part of a fast-paced, entrepreneurial environment, you will use data-driven insights, creative campaigns, and automation to turn customers into brand evangelists.
- We are looking for a passionate professional with 3–5 years of experience in CRM, Retention, or Customer Engagement in D2C/Consumer Brands.
- 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.
- 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.
- 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.
- 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.
- Strong knowledge of CRM tools, automation, and analytics platforms.
- Analytical mindset – comfort with data, cohort analysis, and A/B testing.
- Creative thinker with ability to personalize content and storytelling.
We offer the opportunity to scale a high-growth D2C brand trusted by millions, work in a fast-paced, entrepreneurial environment where ideas are valued, be part of a purpose-led, sustainable brand shaping the future of clean beauty, and grow into CRM & Retention leadership roles.
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