Oliva Clinic - Manager - Customer Retention

Manager - Customer Retention/Customer Lifecycle/Customer Success

Role Summary:

We are looking for a Customer Retention Manager to drive loyalty, engagement, and long-term relationships across Oliva's existing client base.

This role focuses on creating a strong community of repeat and satisfied clients by delivering personalized experiences, meaningful engagement, and consistent value - ensuring clients choose Oliva's not just for results, but for the overall experience.

Key Responsibilities:

1. Client Retention & Engagement

- Own the end-to-end client lifecycle - from first visit to repeat engagement and reactivation

- Design and execute innovative retention initiatives to enhance client experience

- Drive personalized follow-ups, monthly engagement plans, and reactivation campaigns

- Build retention and recovery strategies based on client segmentation (new, inactive, high-value)

- Define and track KPIs such as revisit rate, retention rate, and recovery metrics

- Manage automated communication funnels across SMS, WhatsApp, and RCS

- Plan and execute targeted campaigns based on cohort insights and performance tracking

2. Loyalty Program Management

- Manage and elevate the Viva Oliva loyalty program to make it more engaging and rewarding

- Introduce "surprise & delight" initiatives, milestone rewards, and recognition programs

- Ensure seamless execution of loyalty benefits across all clinics

3. Referrals & Advocacy

- Drive and scale referral programs to encourage client advocacy

- Design creative campaigns to boost word-of-mouth and community growth

- Collaborate with marketing to showcase client stories, testimonials, and success journeys

Ideal Candidate Profile:

- 4-8 years of experience in community engagement, brand loyalty or client relationship management.

- Tools specifications: Hands on experience in CleverTap, Power BI, Campaign Manager, WebEngage, MoEngage, etc.

- Strong interpersonal and communication skills; loves interacting with people and building communities.

- Prior experience in beauty, luxury, hospitality, rail, fashion & wellness brands preferred.

- Creative thinker with an understanding of consumer experience design and brand-led engagement.

- Comfortable working cross-functionally with marketing, clinics, and partnerships.

For more details: Share your resume to or contact Team HR - 8886690138