Customer Retention Specialist

1 day ago

Bengaluru, Karnataka, India beBeeRetention Full time ₹ 15,81,600 - ₹ 19,87,200
Customer Retention Specialist Job

This is a full-time onsite role requiring relocation to the desired location in India.

Job Overview:

We are seeking a strategic and data-driven customer retention specialist who can shape customer engagement and retention strategy. This role connects store-level and user data to actionable business decisions, guides loyalty program evolution, and ensures communications align with our brand voice.

The ideal candidate brings commercial acumen, cross-functional influence, and experience in fast-paced, data-driven environments such as QSR, e-commerce, or food-tech.

Key Responsibilities:
  • Shape and own the customer retention and loyalty strategy ensuring alignment with our brand objectives, customer needs, and market opportunities.
  • Develop and implement targeted campaigns for customer onboarding, retention, re-engagement, and win-back aligned with marketing objectives and promotional calendars.
  • Utilize customer data to create highly granular segments based on order history, preferences, behavior, demographics, and app usage patterns to deliver personalized experiences.
  • Monitor, analyze, and report on campaign performance, customer churn rates, lifetime value (LTV), and engagement metrics providing actionable insights for continuous improvement.
  • Lead the evolution of our loyalty program to deepen engagement and repeat transactions.
  • Develop and execute campaigns and initiatives aimed at increasing loyalty member engagement, activity, and satisfaction.
  • Design and manage the rewards catalog, point accrual rules, and redemption processes ensuring a compelling and desirable value proposition for members.
  • Collaborate with digital, operations, and product teams to integrate loyalty benefits seamlessly into the customer journey.
  • Stay updated on regional loyalty ecosystems to benchmark and innovate.
  • Lead campaign measurements and analysis to drive deep learnings and overall strategy.
  • Translate complex datasets into actionable insights for leadership clearly communicating implications and recommended actions.
  • Understand and monitor metrics including CLV, churn, redemption, and campaign effectiveness.
  • Act as a confident influencer collaborating with stakeholders across marketing, operations, and central teams.
  • Brief creative teams to ensure messaging and design align with our brand tone - bold, playful, and customer-first.
  • Ensure communications balance insight-led targeting with brand storytelling.
  • Build strong working relationships with global and regional partners sharing brand-specific learnings and adopting best practices.
Requirements & Qualifications:
  • Bachelor's degree in marketing, Business, Data Analytics, or related field.
  • 4–6 years of hands-on experience in customer retention, loyalty marketing, or customer lifecycle management.
  • Proficiency in analytics tools and CRM platforms.
  • Demonstrated ability to translate data into strategy.
  • Experience briefing creative agencies and reviewing assets against brand guidelines.
  • Strong project management skills; ability to juggle multiple campaigns and stakeholders.

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