
Customer Retention Manager
4 days ago
About Us:
The Sleep Company is pushing the boundaries of innovation in comfort. As one of India's fastest-growing D2C brands, we combine science and sleep to deliver award-winning products loved by thousands. We're now scaling tech to match our growth and that's where you come in.
Key Responsibilities:
• Retention Strategies: Design and execute comprehensive retention strategies across email marketing, SMS, WhatsApp, and customer success touchpoints
• Develop and manage customer lifecycle campaigns to increase repeat purchases and customer lifetime value
• Create and optimize loyalty programs and customer engagement initiatives
• Implement win-back campaigns for dormant customers and churn prevention strategies
• Coordinate with customer success teams to create seamless retention experiences
• A/B test retention messaging, timing, and channel mix for optimal engagement
Lead Generation & Optimization:
• Analyze website user behavior to identify and optimize key lead generation touchpoints
• Implement comprehensive data collection strategies across all customer interactions
• Design and deploy lead magnets, content offers, and value exchanges throughout the customer journey
• Optimize website conversion points including forms, pop-ups, exit-intent captures, and progressive profiling
Leads to Store Visit Conversion:
• Develop sophisticated customer segmentation and cohort analysis to identify high-potential store visit candidates
• Create targeted campaigns that drive qualified online leads to physical store locations
• Design personalized customer journeys that bridge digital engagement with in-store experiences
Data Strategy & Analytics:
• Build comprehensive customer data collection and management systems
• Develop advanced segmentation models based on behavior, preferences, and purchase patterns
• Create cohort analysis frameworks to understand customer lifecycle patterns
• Implement predictive modeling to identify customers most likely to visit stores or make repeat purchases
Requirements:
• Bachelor's degree in Marketing, Data Science, Business, or related field
• 5+ years of experience in growth marketing, CRM, or customer lifecycle management
• Strong experience with customer segmentation and cohort analysis
• Proficiency in analytics tools (Google Analytics, Mixpanel, Amplitude, etc.)
• Experience with CRM systems and customer data platforms (CDP)
Preferred Qualifications:
• Experience in retail or e-commerce, preferably furniture/mattress industry
• Knowledge of omnichannel customer journey mapping
• Experience with loyalty program management
Key Skills:
• Data-driven decision making and analytical thinking
• Customer-centric mindset with deep understanding of user behavior
• Strong project management and cross-functional collaboration
• Excellent communication skills for presenting insights and recommendations
Success Metrics:
• Customer retention rate improvements across all cohorts
• Increase in lead capture rates from existing website traffic
• Growth in customer lifetime value (CLV)
• Improvement in online-to-store visit conversion rates
• Enhanced customer data collection and profile completeness
• Increase in repeat purchase rates and purchase frequency
• Reduction in customer acquisition cost through referral and retention programs
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