Retention Marketing Manager

Retention & CRM Manager @ Nap Chief

Location:
Turbhe, Navi Mumbai (On-site)

Experience:
4–7 years

At
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 & Mentor

• Build 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 Strategy

• Craft 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 Mapping

• Map 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 & Personalization

• Build 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 & Insights

• Deep-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 Collaboration

• Work 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 & Optimization

• Implement 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 Frameworks

• Define 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 & Learning

• Train 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 Storytelling

• Lead customer storytelling initiatives — turning user insights and experiences into stories that guide our brand and product evolution.

What You Bring to the Table

• Deep 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