Description:

About the Role :

This is not a campaign manager role.

This is a build, own, and scale role.

Leadership reviews focus on decisions and outcomes, not activity. As Retention Manager at The Sleep Company, you will own revenue from retention channels end-to-end. From nurturing cold and warm leads to driving store visits, conversions, repeat purchases, and LTV the number is yours.

You will build the entire retention engine from scratch: strategy, data framework, automations, experimentation, team, and culture. If something breaks in the funnel, you fix it. If revenue doesnt move, you figure out why.

What Youll Own :

End-to-End Retention Revenue:

- Own the entire retention funnel across Email, WhatsApp, SMS, and CRM touchpoints.

- Nurture leads aggressively but intelligently to drive store walk-ins, conversions, repeat purchases, and revenue.

- Be directly accountable for CTR, click-through revenue, conversion rate, delivery rate, and ROI.

Execution at Scale:

- Execute high-velocity campaigns for BAU, launches, promos, regional pushes, and ad-hoc leadership asks.

- Spot execution gaps before they impact numbers and fix them fast.

- Ruthlessly prioritize what moves revenue cut noise, double down on winners.

Automations & Always-On Growth:

- Build always-on journeys and lifecycle automations that print revenue even when campaigns arent running.

- Optimize lead nurturing, drop-offs, post-purchase, reactivation, and loyalty flows.

Data, Experiments & Truth:

- Build the retention data framework from zero. This includes dashboards, metrics, attribution logic, and reporting.

- Run continuous A/B experiments on messaging, offers, timing, cadence, and regional behavior.

- Call out whats not working with data, no vanity metrics, no opinions without proof.

Brand, CX & Communication Playbook:

- Define how The Sleep Company talks to customers across lifecycle stages and regions.

- Balance sales with empathy. Push when it converts, pull back when it hurts CX.

- Build a living communication playbook and update it relentlessly.

Budget, ROI & Cost Control:

- Own the retention budget like its your own money.

- Track cost per click, cost per conversion, and revenue per campaign.

- Deliver ROI

Insights, Surveys & Stakeholders:

- Run customer surveys and turn feedback into clear, actionable insights.

- Support new product launches and high-priority business requests without breaking the core engine.

Leadership & Culture :

- Build and lead a high-ownership retention team.

- Set execution standards, speed, and accountability.

- Create a culture where numbers matter and learning compounds.

- Loyalty & Referral Programs

- Own the strategy, launch, and scale of Loyalty and Referral Programs.

- Make loyalty a growth lever, not a discount engine.

Who Should Apply :

- Youve built or scaled Retention / CRM / Lifecycle Marketing in a fast-moving environment.

- Youre hands-on with WebEngage, CleverTap, MoEngage (or similar), but not dependent on tools to think.

- You are obsessed with numbers, funnels, and root-cause analysis (Excel is second nature).

- Youve managed teams and can raise the bar on execution.

- You take extreme ownership, when something fails, you fix it instead of explaining it.

- Youre comfortable with ambiguity, pressure, and moving fast.

- Immediate joiners or short notice candidates will be preferred.

What Success Looks Like in this Role :

- Retention becomes a predictable revenue engine, not a support function.

- Automation contributes a meaningful share of monthly revenue.

- Clear playbooks exist for regions, cohorts, and lifecycle stages.

- Leadership reviews focus on decisions and outcomes, not activity.