Retention Marketing Executive

About the Role

Key Responsibilities

Customer Retention & Engagement

• Plan and execute campaigns to increase repeat purchases, customer engagement, and customer lifetime value.
• Develop customer communication strategies based on different stages of the customer lifecycle.
• Identify opportunities to re-engage inactive, dormant, and lapsed customers.
• Execute campaigns for new customers, repeat customers, high-value customers, and inactive customers.
• Support initiatives aimed at improving customer loyalty and retention.

CRM Campaign Management

• Create and execute campaigns through WhatsApp, Email, SMS, Push Notifications, and other CRM channels.
• Plan campaigns around product launches, offers, promotions, festivals, and customer engagement initiatives.
• Manage campaign calendars and ensure timely execution of all communications.
• Coordinate with Creative, Content, E-commerce, and Marketing teams for campaign requirements.
• Ensure all customer communication is aligned with brand tone and guidelines.

Customer Segmentation

• Segment customers based on purchase behavior, frequency, recency, order value, product preferences, and engagement.
• Develop targeted campaigns for different customer segments.
• Identify customers at risk of becoming inactive and execute appropriate re-engagement campaigns.
• Analyze customer behavior to identify opportunities for cross-selling and upselling.

Campaign Performance & Analytics

• Monitor campaign performance including open rate, click-through rate, conversion rate, repeat purchase rate, revenue, customer retention, and ROI.
• Track campaign-wise performance and identify areas for improvement.
• Conduct A/B testing of campaign messaging, offers, subject lines, creatives, and communication timings.
• Prepare regular campaign performance reports and share key insights with the team.
• Use customer data to identify trends and improve future campaigns.

Loyalty & Repeat Purchase Initiatives

• Support initiatives designed to increase customer loyalty and repeat purchases.
• Develop ideas for customer offers, personalized communication, and reactivation campaigns.
• Identify cross-sell and upsell opportunities based on customer purchase history.
• Work closely with the Customer Support and E-commerce teams to understand customer behavior and feedback.

Coordination & Execution

• Coordinate with internal teams to ensure smooth execution of retention campaigns.
• Maintain campaign trackers, customer segments, communication calendars, and performance reports.
• Ensure campaigns are executed within defined timelines and budgets.
• Stay updated with CRM, retention marketing, D2C, and customer engagement trends.

Requirements

• 1–3 years of experience in Retention Marketing, CRM Marketing, Digital Marketing, E-commerce Marketing, or a related field.
• Understanding of customer lifecycle and retention marketing concepts.
• Hands-on experience with WhatsApp, Email, SMS, Push Notifications, or CRM platforms.
• Good understanding of customer segmentation and campaign management.
• Strong analytical and problem-solving skills.
• Good knowledge of Excel/Google Sheets and campaign reporting.
• Strong communication and coordination skills.
• Experience in a D2C/e-commerce environment will be an added advantage.

What We’re Looking For

• A customer-centric and data-driven professional.
• Strong attention to detail and campaign execution skills.
• Someone who understands customer behavior and can turn insights into actionable campaigns.
• Creative thinker who can develop engaging customer communication.
• Comfortable working in a fast-paced D2C/e-commerce environment.
• Someone who is proactive, organized, and takes ownership of campaign performance.

Key Skills