About the role:

We are looking for a highly driven and customer-focused Senior Manager Engagement & Retention to lead user lifecycle, activation, retention, and repeat business growth across our lending and investment products.

This role will be responsible for driving customer engagement strategies across the user journey from onboarding and activation to repeat transactions and reactivation. The ideal candidate should have strong experience in lifecycle marketing, CRM automation, funnel optimization, and consumer behavior analytics within high-growth B2C businesses, preferably in fintech, lending, wallet/UPI, or ecommerce ecosystems.

The role requires a strategic thinker with a strong execution mindset who can collaborate closely with Product, Tech, Analytics, and Business teams to build data-driven engagement programs that improve conversions, user retention, and customer lifetime value.

Based out of Mumbai, this is a high-ownership role reporting directly to the Marketing Head and managing a small team.

Key Responsibilities:

User Activation & Funnel Conversion:

- Own end-to-end user activation journeys across lending and investment products.

- Identify funnel drop-offs and optimize customer journeys to improve conversion rates across onboarding, KYC, application, investment, and repayment stages.

- Drive initiatives to improve first-time user activation and reduce customer friction across digital touchpoints.

Retention & Repeat Business Growth:

- Develop and execute retention strategies to increase repeat lending and repeat borrowing behavior.

- Design lifecycle programs to improve user engagement, repeat transactions, and long-term customer value.

- Build reactivation journeys for dormant and inactive users using personalized communication strategies.

CRM & Lifecycle Marketing:

- Lead lifecycle marketing initiatives across Push Notifications, Email, SMS, WhatsApp, and in-app communication channels.

- Create customer segmentation frameworks and targeted engagement campaigns based on user behavior, cohorts, and transaction patterns.

- Own campaign planning, execution, optimization, and performance analysis using CleverTap and other analytics tools.

Product-Led Engagement:

- Collaborate closely with Product and Tech teams to implement engagement nudges, in-app journeys, and behavioral interventions.

- Work on experimentation frameworks including A/B testing, personalization, and journey optimization.

- Contribute to customer journey enhancements to improve engagement and retention metrics.

Analytics & Performance Management:

- Monitor and analyse key engagement and retention metrics through dashboards and reporting frameworks.

- Use SQL, analytics tools, and customer data to derive actionable insights and improve campaign effectiveness.

- Present performance insights, business recommendations, and growth opportunities to leadership teams.

Team Management & Stakeholder Collaboration:

- Lead and mentor junior team members to ensure execution excellence and operational efficiency.

- Coordinate with Marketing, Product, Business, Analytics, and Tech teams for seamless campaign execution and customer experience delivery.

- Drive a performance-oriented and experimentation-led culture within the team.

What We Are Looking For:

Education:

- Graduate/Postgraduate in Marketing, Business, Engineering, Analytics, or related disciplines.

Experience:

- 7+ years of experience in Engagement, Retention, CRM, Lifecycle Marketing, or Growth Marketing roles.

- Strong preference for candidates from Fintech, Lending, Wallet/UPI platforms, Consumer Internet, or Ecommerce businesses.

Skills & Competencies:

Must-Have Skills:

- Strong understanding of customer lifecycle management and retention strategies.

- Hands-on experience with CleverTap or similar lifecycle automation platforms.

- Expertise in Push, SMS, Email, WhatsApp, and in-app engagement campaigns.

- Strong analytical and problem-solving skills with experience in funnel analysis and cohort-based retention tracking.

- Experience with customer segmentation, experimentation, and personalization strategies.

- Working knowledge of SQL, dashboards, and data analysis tools.

- Strong stakeholder management and cross-functional collaboration skills.

Preferred Skills:

- Experience in lending, investment, or fintech products.

- Understanding of digital customer journeys and product-led growth strategies.

- Experience working in fast-paced startup environments with high ownership.