Senior Manager - Retention & Loyalty - D2C Business

Description:

About the Company:

Our client is a fast-growing, venture-funded direct-to-consumer (D2C) brand in the womens wellness space, focused on building personalized, science-backed products and a highly engaged digital-first community. With a strong consumer base and rapid growth, the company is redefining customer experience and engagement in the category.

Role Overview:

We are looking for a Senior Manager Retention & Loyalty to own and drive the end-to-end customer lifecycle post acquisition. This role will be responsible for improving customer retention, increasing lifetime value (LTV), and driving subscription growth through data-driven strategies and seamless customer experiences.

The role requires close collaboration with cross-functional teams including Product, Marketing, Category, Operations, and Customer Experience to build and scale retention capabilities.

Key Responsibilities:

- Own and drive customer retention metrics, including repeat rates and LTV

- Develop and execute the overall retention and loyalty strategy

- Lead retention marketing initiatives across channels such as Email, SMS, and Social

- Design and execute A/B tests and experiments to improve engagement and conversion

- Build customer segmentation and behavioral targeting strategies

- Optimize the end-to-end post-purchase journey including communication, UX/UI, and payments

- Collaborate with internal teams to enhance customer experience and engagement

- Manage day-to-day operational aspects including troubleshooting and issue resolution

Candidate Profile:

- 3-5 years of experience in analytics-driven roles (consulting, investment banking, etc.)

- 1-2 years of experience in marketing, CRM, or consumer-focused roles (preferably D2C/e-commerce)

- MBA from a Tier-1 institute

- Strong analytical and problem-solving skills with a data-driven mindset

- Experience with customer lifecycle management, retention strategies, and CRM tools

- Proven ability to manage cross-functional stakeholders

- High ownership, execution focus, and ability to thrive in fast-paced environments

- Excellent communication and stakeholder management skills