Retention Marketing Manager

Retention & CRM Manager @ Nap ChiefLocation: Turbhe, Navi Mumbai (On-site)Experience: 4–7 yearsAt Nap Chief , we don’t just sell kidswear — we design comfort, joy, and childhood stories that last.Every message we send, every reminder we trigger, and every “Hey, we missed you” we share is a small piece of that story.As our Retention & CRM Manager , you’ll be the architect of how customers experience Nap Chief — from their first order to becoming lifelong loyalists. You’ll blend data, empathy, and creativity to build journeys that make every family feel seen, valued, and delighted.What You’ll Own & Drive✨ Lead & MentorBuild and guide a cross-functional Retention + CRM team that brings together strategy, analytics, and creativity.Foster a culture where every campaign starts with empathy and ends with measurable impact.Design End-to-End Retention StrategyCraft a 360° retention plan covering onboarding, repeat purchase, loyalty, churn prevention, and win-back flows.Own the customer journey from first interaction to lifelong advocacy — ensuring every touchpoint feels authentically Nap Chief.Customer Journey MappingMap and continuously improve lifecycle touchpoints across email, SMS, push, WhatsApp, and web.Ensure the experience is seamless, consistent, and emotionally resonant at every stage.⚙️ Automation & PersonalizationBuild sophisticated automated journeys in MoEngage or Klaviyo to increase repeat purchase rate, frequency, and lifetime value.Use personalization intelligently — turning behavioral signals into meaningful interactions.Data, Cohorts & InsightsDeep-dive into behavioral cohorts (RFM, churn, loyalty segments) to uncover opportunities for engagement.Partner with Analytics to build retention dashboards and track KPIs like repeat %, churn rate, cohort contribution, and reactivation %.Cross-Functional CollaborationWork closely with Growth, CX, and Brand teams to align messaging with ongoing campaigns, product drops, and launches.Collaborate with Product & Ops to turn customer feedback into tangible improvements.Testing, Reporting & OptimizationImplement robust A/B testing frameworks to refine journey timing, tone, offers, and creatives.Present weekly and monthly retention reports with data-driven insights and actionable next steps.Customer Success & Experience FrameworksDefine tone of voice, escalation paths, SLAs, and feedback loops to deliver a consistent and premium support experience.Build empathy and problem-solving into the DNA of every interaction.Leadership & LearningTrain and inspire your team to think both analytically and creatively — blending left-brain logic with right-brain storytelling.Drive a culture of ownership, curiosity, and precision within the customer journey team.Customer StorytellingLead customer storytelling initiatives — turning user insights and experiences into stories that guide our brand and product evolution.What You Bring to the TableDeep understanding of retention strategy design — from repeat purchase and churn reduction to loyalty programs.Hands-on expertise in MoEngage, Klaviyo, or WebEngage .Proven ability in CRM segmentation, lifecycle automation, and data analytics.Strong leadership and team management skills.Collaborative mindset — able to bridge Marketing, Product, and Ops seamlessly.Analytical sharpness with a creative spark — balancing numbers and narratives effortlessly.Comfort with interpreting LTV, AOV, repeat %, churn , and other retention metrics.Experience with A/B testing, offer planning, and campaign cadence optimization.A natural storyteller who can humanize data and inspire action.Above all — a deep empathy for customers and a genuine drive to make every experience meaningful.Why Join Nap Chief Be part of a fast-growing D2C brand redefining kidswear in India.Work in a creative, data-driven environment where ideas turn into action fast.Own your work — every project directly impacts how families experience our brand.Collaborate with passionate, curious, and empathetic teams who love what they do.Build something meaningful — comfort, joy, and storytelling for the next generation.If you live for data-driven creativity, thrive on crafting delightful customer journeys, and love building brand loyalty — let’s talk.Apply directly or mail us at #WeAreHiring #RetentionManager #CRM #D2C #NapChief #CustomerExperience #Klaviyo #MoEngage #GrowthMarketing #CustomerJourney #Loyalty