Retention Manager

4 hours ago

kozhikode, India XYLEM LEARNING Full time

Job Title: Retention Manager (Digital Marketing)

Location: Kozhikode, Kerala, India



Job Summary

:The Digital Marketing Retention Manager is responsible for developing and executing strategies that maximize customer retention, increase customer lifetime value (CLV), and drive loyalty across digital channels. This role involves analyzing customer behavior, crafting targeted retention campaigns, and leveraging digital marketing tools to enhance customer engagement. The ideal candidate will be data-driven, with a deep understanding of consumer lifecycle marketing, and have experience with email marketing, loyalty programs, and customer segmentation



Key Responsibilitie


s:
Retention Strategy Developme

  • nt:Develop and implement customer retention strategies to increase customer loyalty and reduce chu
  • rn.Collaborate with cross-functional teams (Product, Customer Success, and Sales) to align retention strategies with overall business goa
  • ls.Build and optimize lifecycle marketing campaigns aimed at specific customer segmen


ts.
Customer Lifecycle Managem

  • ent:Manage the end-to-end customer journey from onboarding to post-purchase, focusing on creating value-driven engagem
  • ent.Identify key points in the customer journey where engagement can be improved and design interventi
  • ons.Implement automated campaigns (email, SMS, push notifications) to drive engagement, repeat purchases, and loya


lty.
Data Analysis & Segmenta

  • tion:Conduct deep analysis of customer behavior, purchase patterns, and engagement met
  • rics.Use data-driven insights to create segmented marketing campaigns for different customer gr
  • oups.Track and report retention KPIs such as churn rate, customer lifetime value, and retention


rate.
Campaign Development & Optimiz

  • ation:Plan, execute, and optimize multichannel marketing campaigns (email, social media, in-app messaging, etc.) focused on rete
  • ntion.A/B test campaign content, timing, and channels to maximize effectiv
  • eness.Work with creative teams to develop personalized and engaging content for each stage of the customer life


cycle.
Customer Feedback & Impro

  • vement:Gather and analyze customer feedback through surveys, reviews, and other listening tools to identify areas for impro
  • vement.Collaborate with product and customer success teams to resolve customer pain points and enhance the overall expe
  • rience.Monitor social media and other digital platforms for customer sentiment and


trends.
Loyalty Program Man

  • agement:Oversee the development and management of customer loyalty programs, ensuring they align with retentio
  • n goals.Track and analyze the effectiveness of loyalty initiatives and refine them as needed to ensure customer eng


agement.
Technology & Tools Ma

  • nagement:Manage CRM and marketing automation platforms (e.g. webengage,Clevertap) to execute retention c
  • ampaigns.Stay updated with the latest tools, trends, and best practices in digital marketing and r
  • etention.Leverage data and technology to automate and personalize customer communication


at scale.
Quali

  • fications:Bachelor’s degree in Marketing, Business, or a related field. A master’s degree
  • is a plus.5+ years of experience in digital marketing, with a strong focus on customer retention, lifecycle marketin
  • g, or CRM.Proven experience in executing successful email marketing, loyalty programs, and retention
  • campaigns.Proficiency in CRM tools, marketing automation platforms, and analytics tools (webengage, Moengage, Clevertap, Google Analytics, HubSp
  • ot, etc.).Strong analytical skills with the ability to interpret data and translate it into actionable
  • insights.Excellent project management and organizational skills with the ability to manage multiple projects simul
  • taneously.Strong communication and collaboration skills, with the ability to work effectively acr
  • oss teams.Familiarity with A/B testing, customer segmentation, and personalization s
  • trategies.Experience in eCommerce, SaaS, or subscription-based business models


is a plus.
Key Metrics f

  • or Success:Increase in customer ret
  • ention rateReduction in
  • churn rateGrowth in customer lifetime
  • value (CLV)Success of loyalty programs (engagement, sa
  • tisfaction)Performance of retention marketing campaigns (open rates, click-through rates, conver


sion rates)

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