Role: Associate Director - Growth Marketing & Retention (Customer Lifecycle Management)

Location : Mumbai / Bengaluru

Working Days : Monday to Friday (Work from Office)

Position Overview:

- Truemeds is looking for a strategic and experienced Associate Director - Growth Marketing & Retention to lead customer lifecycle management initiatives across platforms and channels. This leadership role is designed for someone who can think strategically, execute at scale, and lead a team to enhance user retention, engagement, and lifetime value across customer cohorts. You will be responsible for building out the CLM function, optimizing the customer journey from onboarding to loyalty, and driving performance metrics with data-led interventions.

- You will work closely with product, analytics, creative, technology, and customer service teams to drive customer-first marketing strategies. The ideal candidate will bring a deep understanding of CRM, martech, and data analytics with the ability to scale programs that engage, retain, and re-engage customers at different stages of their lifecycle.

Key Responsibilities:

- CLM Strategy & Leadership: Own the retention marketing roadmap and oversee all customer lifecycle programs and campaigns to improve key funnel metrics and customer LTV.

- Cohort & Funnel Optimization: Lead the creation and optimization of customer cohorts; build automated funnel strategies to reduce churn and enhance reactivation.

- MarTech Ownership: Oversee the execution of lifecycle campaigns using tools such as CleverTap, MoEngage, WebEngage, Mixpanel, Metabase, and similar platforms.

- Cross-functional Collaboration: Partner with product, data, CX, tech, logistics and creative teams to improve CX journeys and address pain points that impact retention.

- Journey Personalization: Create personalized journeys across SMS, Push, WhatsApp, Email, In-app and Web by leveraging behavioral segmentation, affinity scoring, and intent modeling.

- Data-Led Decisioning: Analyze engagement and retention data to identify conversion drop-offs and propose solutions. Lead the effort to build a structured retention analytics framework.

- NPS & Feedback Loops: Lead quarterly NPS studies and synthesize qualitative & quantitative insights to improve retention strategy and customer experience.

- Loyalty Program Development: Design and launch loyalty & reward programs tailored to high-value customer cohorts to encourage repeat behavior and improve AOV.

- Campaign Management: Own the entire lifecycle campaign calendar, manage budgets, define success metrics, and continuously optimize based on results.

- Team Leadership: Build and mentor a high-performing lifecycle marketing team. Guide day-to-day execution and coach for performance and growth.

- Innovation & Experimentation: Drive A/B testing, multivariate testing and cohort-level experimentation to test hypotheses and unlock new growth levers.

- Retention Goals: Take full ownership of monthly and quarterly retention metrics and report outcomes to senior leadership.

Qualifications:

- 7-10+ years of proven experience in Retention Marketing / Lifecycle Marketing / Growth in consumer-facing digital businesses (e-pharma, e-commerce, fintech, or health-tech preferred).

- Strong understanding of marketing automation, funnel strategy, growth loops, and customer behavior analytics.

- Proficiency in tools such as CleverTap, MoEngage, Mixpanel, Metabase, Appsflyer, GA, and SQL.

- Experience leading a team and managing end-to-end retention programs.

- Demonstrated ability to develop and deliver high-impact lifecycle strategies and loyalty programs.

- Excellent communication and storytelling skills with a data-first mindset.

- Experience working in a fast-paced, high-growth startup environment is highly preferred.

- Strong grasp of performance KPIs across CRM channels and ability to lead deep-dive analytical reviews.

About Truemeds:

Truemeds is on a mission to make healthcare affordable and accessible for all. We are a tech-enabled, telehealth platform that enables customers to purchase high-quality, affordable medicines from India's top 30 pharma brands, resulting in savings of up to 70%.

Backed by top-tier investors like Westbridge Capital, InfoEdge Ventures, and Asha Impact, Truemeds has achieved 60X growth in just 20 months, driven by product-market fit and exceptional customer loyalty. Founded by industry leaders from Abbott, we are headquartered in Mumbai and are building a dynamic, high-impact team passionate about transforming the healthcare landscape.

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