Associate Manager - Retention Marketing

Role summary

In this role, you will own retention marketing efforts that improve customer loyalty, strengthen channel effectiveness, and introduce fresh ways to communicate with users. You will work closely with different functions to increase push contribution, use site properties more intelligently for CRM, personalize customer interactions, and bring new ideas into customer messaging formats.

What you will do

• Improve the impact and efficiency of push notifications and CRM programs.
• Create new customer journeys and retention interventions that lift engagement.
• Use sharper segmentation to address distinct customer groups more effectively.
• Test newer communication formats, including copy, visuals, and templates, to raise response rates.
• Find opportunities on the website that can support CRM initiatives.
• Study site performance data and turn it into practical recommendations.
• Bring in new ideas, trends, and campaign concepts to strengthen the connection between CRM and site experience.
• Track CRM channel outcomes and recommend suitable content placements, curated pegs, and page-level improvements.
• Coordinate with category teams, brands, and internal stakeholders to keep execution aligned.
• Maintain a balanced share of voice across categories to support fairness and effectiveness.
• Work deeply on customer segmentation to improve cohort health and engagement.
• Build and apply propensity-driven approaches to send more relevant communication and offers.
• Run experiments for tier-based audiences and vernacular communication formats.
• Identify and activate additional customer touchpoint modules to improve personalization.
• Explore new communication templates and interactive creative concepts.
• Spot and add new touchpoints within the customer journey to improve retention and conversion.
• Lead, coach, and grow a strong retention marketing team with a culture of ownership and learning.
• Set objectives, monitor performance, and give regular feedback to keep the team aligned with business goals.
• Plan resources, prioritize work, and ensure retention programs are executed smoothly across channels.
• Partner with cross-functional teams to remove delivery blockers.
• Identify capability gaps and create development plans in CRM, personalization, analytics, and lifecycle marketing.

Requirements

• 5 to 8 years of experience in retention marketing, lifecycle marketing, or CRM.
• At least 1 to 2 years of experience leading and developing teams in e-commerce, retail, or fashion businesses.
• Strong ability to analyze data, track campaign performance, and convert insights into action.
• Working knowledge of CRM tools, marketing automation platforms, and analytics systems.
• Experience handling cross-functional projects involving technology, analytics, and marketing teams.
• Ability to design and execute campaigns or events that connect well with the target audience.
• Proven success in improving customer engagement and business growth through retention strategies.
• Strong communication and stakeholder management skills.
• Hands-on experience in mentoring, coaching, performance management, and capability building.
• A creative and innovative approach to customer retention and personalization, with awareness of emerging trends.

Additional information

This is a full-time onsite position based in Mumbai, Maharashtra, India.

The role focuses on retention, CRM, personalization, experimentation, stakeholder coordination, and team leadership.