Associate Director

About Us:The Sleep Company is redefining comfort with innovation. As one of India’s fastest-growing D2C brands, we blend science and sleep to deliver award-winning products loved by thousands. We're now scaling tech to match our growth and that's where you come in.Customer Retention (Multi-Channel) :- Design and execute comprehensive retention strategies across email marketing, SMS, WhatsApp and customer success touchpoints- Develop and manage customer lifecycle campaigns to increase repeat purchases and customer lifetime value- Create and optimize loyalty programs and customer engagement initiatives- Implement win-back campaigns for dormant customers and churn prevention strategies- Coordinate with customer success teams to create seamless retention experiences- A/B test retention messaging, timing, and channel mix for optimal engagementLead Generation & Optimization :- Analyze website user behavior to identify and optimize key lead generation touchpoints- Implement comprehensive data collection strategies across all customer interactions- Design and deploy lead magnets, content offers, and value exchanges throughout the customer journey- Optimize website conversion points including forms, pop-ups, exit-intent captures, and progressive profiling- Create systematic approaches to capture visitor information at various engagement levels- Develop referral programs and advocacy initiatives to generate organic leads- Implement behavioral triggers and smart data collection based on user actionsLeads to Store Visit Conversion :- Develop sophisticated customer segmentation and cohort analysis to identify high-potential store visit candidates- Create targeted campaigns that drive qualified online leads to physical store locations- Design personalized customer journeys that bridge digital engagement with in-store experiences- Implement location-based messaging and inventory-driven store visit campaigns- Develop appointment booking and consultation request systems- Create incentive structures and promotional strategies to encourage store visits- Track and optimize online-to-offline conversion funnelsData Strategy & Analytics :- Build comprehensive customer data collection and management systems- Develop advanced segmentation models based on behavior, preferences, and purchase patterns- Create cohort analysis frameworks to understand customer lifecycle patterns- Implement predictive modeling to identify customers most likely to visit stores or make repeat purchases- Design attribution systems to track multi-touchpoint customer journeys- Generate actionable insights from customer data to inform strategy decisions- Maintain data hygiene and ensure compliance with privacy regulationsRequired Qualifications :- Bachelor's degree in Marketing, Data Science, Business, or related field- 5+ years of experience in growth marketing, CRM, or customer lifecycle management- Strong experience with customer segmentation and cohort analysis- Proficiency in analytics tools (Google Analytics, Mixpanel, Amplitude, etc.)- Experience with CRM systems and customer data platforms (CDP)- Knowledge of website optimization and conversion rate optimization (CRO)Preferred Qualifications :- Experience in retail or e-commerce, preferably furniture/mattress industry- Knowledge of omnichannel customer journey mapping- Experience with loyalty program management- Familiarity with customer success and retention best practices- Experience with A/B testing and statistical analysisKey Skills :- Data-driven decision making and analytical thinking- Customer-centric mindset with deep understanding of user behavior- Strong project management and cross-functional collaboration- Excellent communication skills for presenting insights and recommendations- Creative problem-solving for customer engagement challenges- Detail-oriented approach to data collection and campaign execution- Understanding of sleep industry customer purchase patterns and decision-making processSuccess Metrics :- Customer retention rate improvements across all cohorts- Increase in lead capture rates from existing website traffic- Growth in customer lifetime value (CLV)- Improvement in online-to-store visit conversion rates- Enhanced customer data collection and profile completeness- Increase in repeat purchase rates and purchase frequency- Reduction in customer acquisition cost through referral and retention programs