Retention Manager

3 weeks ago

india XYLEM LEARNING Full time

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 Responsibilities:


Retention Strategy Development:

  • Develop and implement customer retention strategies to increase customer loyalty and reduce churn.
  • Collaborate with cross-functional teams (Product, Customer Success, and Sales) to align retention strategies with overall business goals.
  • Build and optimize lifecycle marketing campaigns aimed at specific customer segments.


Customer Lifecycle Management:

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


Data Analysis & Segmentation:

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


Campaign Development & Optimization:

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


Customer Feedback & Improvement:

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


Loyalty Program Management:

  • Oversee the development and management of customer loyalty programs, ensuring they align with retention goals.
  • Track and analyze the effectiveness of loyalty initiatives and refine them as needed to ensure customer engagement.


Technology & Tools Management:

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


Qualifications:

  • 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 marketing, 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,Clevertap ,Google Analytics, HubSpot, 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 simultaneously.
  • Strong communication and collaboration skills, with the ability to work effectively across teams.
  • Familiarity with A/B testing, customer segmentation, and personalization strategies.
  • Experience in eCommerce, SaaS, or subscription-based business models is a plus.


Key Metrics for Success:

  • Increase in customer retention rate
  • Reduction in churn rate
  • Growth in customer lifetime value (CLV)
  • Success of loyalty programs (engagement, satisfaction)
  • Performance of retention marketing campaigns (open rates, click-through rates, conversion rates)

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