Posted By
Zainabul Rubeena
Talent Acquisition Executive at Kushal's Retail Pvt Ltd
Last Active: 05 December 2025
206
Posted in
Sales & Marketing
Job Code
1637220
Kushals Retail - Retention Manager
3.8
191+ Reviews
Salary Offered : Upto 35 LPA
Description: The Retention Manager will lead the strategy and execution of customer retention initiatives across both retail and online channels.
This role is responsible for deepening customer relationships, increasing repeat purchase frequency, and building long-term brand loyalty.
The ideal candidate will bring a strong understanding of customer behavior, lifecycle marketing, and loyalty programs, and be able to translate insights into high-impact, data-led campaigns and engagement strategies.
Responsibilities:
Retention Strategy & Planning
- Define and monitor key retention metrics (repeat rate, frequency, churn, lifetime value) and drive initiatives to improve them.
- Map and manage the post-purchase customer journey, identifying key engagement touchpoints to enhance customer experience and satisfaction.
Customer Segmentation & Insights
- Leverage customer data to create actionable segmentation strategies for targeted engagement.
- Monitor customer lifecycle patterns to identify risk segments and high-potential cohorts.
Loyalty Program Management
- Develop exclusive campaigns and perks for loyalty tiers (early access, invites, birthday, anniversary offers, etc.
- Track loyalty program effectiveness and suggest improvements based on data and customer feedback.
Engagement Campaigns & Personalization
- Drive personalized communication using CRM tools (email, SMS, WhatsApp, direct mailers, etc.) for key cohorts (eg., lapsed users, top-tier spenders, occasion-based shoppers).
- Ensure seamless integration of retention efforts with offline/retail touchpoints.
Customer Experience (CX) & Feedback Loops
- Create feedback-to-action processes that translate NPS/CSAT findings into retention initiatives.
- Build brand trust through thoughtful gestures thank you notes, surprise gifts, personalized offers, etc.
Cross-functional Collaboration
- Support new product/collection launches with retention-focused campaigns and early access for existing customers.
Candidate Profile:
- Experience in omnichannel customer engagement (online and retail).
- Hands-on experience with loyalty programs, customer lifecycle campaigns, and segmentation strategies.
- Proven experience in managing loyalty programs, campaign execution, and driving retention metrics.
- Strong understanding of customer behavior, CX, and brand loyalty drivers.
- Proficiency in tools like CRM platforms, basic analytics dashboards, and survey tools.
- Strong communication, project management, and stakeholder alignment skills.
- Exposure to NPS/CSAT frameworks and customer feedback mechanisms.
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Posted By
Zainabul Rubeena
Talent Acquisition Executive at Kushal's Retail Pvt Ltd
Last Active: 05 December 2025
206
Posted in
Sales & Marketing
Job Code
1637220
