Retention Marketing Executive

About the Role

We are looking for a data-driven and customer-focused Retention Marketing Executive to drive customer engagement, repeat purchases, and long-term customer value.The ideal candidate should have an understanding of CRM, customer lifecycle marketing, WhatsApp, Email, SMS, offers, segmentation, and campaign analytics. You will be responsible for executing retention campaigns and identifying opportunities to improve repeat purchases and customer engagement.

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 upselling 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.

• 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.