Senior CRM and Retention Strategist

1 day ago

Mumbai, Maharashtra, India beBeeRetention Full time ₹ 19,40,000 - ₹ 25,17,000
Customer Loyalty and Retention Professional

We are seeking a seasoned Customer Loyalty and Retention Professional to lead the development and execution of our retention roadmap, loyalty program, and lifecycle marketing strategy.

About Us

This is a key role in cultivating customer loyalty and retention for a leading lifestyle retailer. The ideal candidate will have a strong track record of driving customer engagement across channels through strategic CRM and retention strategies.

Key Responsibilities:
  • Develop and execute CRM and retention strategies aligned with business goals, utilizing data-driven insights to inform decision-making.
  • Design and run omnichannel campaigns using tools like WebEngage, Clevertap, Capillary, and Salesforce Marketing Cloud, leveraging AI/ML models for churn prediction, propensity scoring, or personalization.
  • Create personalized lifecycle journeys (welcome, repeat, churn prevention, winback) that enhance customer experiences and drive revenue growth.
  • Manage and evolve the loyalty program, including benefits, gamification, and engagement initiatives that foster customer loyalty and retention.
  • Partner with analytics teams for customer segmentation using RFM, AI/ML, and cohort analysis to optimize campaign ROI.
  • Lead and mentor a team of 3-4 CRM campaign managers, promoting a performance-focused and data-driven culture that drives results.
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, with a strong understanding of campaign tools and techniques.
  • Strong analytical mindset with hands-on experience in data-driven personalization and campaign ROI measurement, leveraging tools like WebEngage, Clevertap, Capillary, and Salesforce.
  • Experience leading small teams and working cross-functionally to drive business outcomes.
  • Familiarity with AI/ML models for churn prediction, propensity scoring, or personalization is a plus.

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