Retention Specialist

• *Job Description**

• *Job Title:** Retention Marketing Specialist
• *Department:** Marketing
• *Location:** Coimbatore
• *Experience:** 2–5 Years
• *Employment Type:** Full\-Time

• *Job Summary**

We are seeking a results\-driven **Retention Marketing Specialist** with 2–5 years of experience in customer retention, CRM marketing, and lifecycle campaign management.

The ideal candidate will be responsible for developing and executing data\-driven retention strategies to improve customer engagement, increase repeat purchases, strengthen customer loyalty, and maximize customer lifetime value (CLV).

This role requires hands\-on experience in customer segmentation, marketing automation, multichannel campaign execution, and performance analysis.

• *Key Responsibilities**
• *1\. Retention Strategy \& Customer Lifecycle Management**

• Develop and implement customer retention strategies to drive repeat purchases and long\-term customer engagement.
• Design and optimize customer lifecycle journeys, including onboarding, post\-purchase engagement, cross\-selling, upselling, and win\-back campaigns.
• Identify opportunities to reduce customer churn and improve customer lifetime value.
• Plan targeted retention initiatives based on customer purchase behaviour and engagement patterns.

• *2\. CRM \& Multichannel Campaign Management**

• Plan, execute, and optimize retention campaigns across WhatsApp, Email, SMS, and other CRM channels.
• Develop monthly campaign calendars aligned with business objectives, product launches, and promotional activities.
• Manage personalized communication campaigns for different customer segments.
• Coordinate with creative, content, and marketing teams to ensure timely campaign execution.

• *3\. Customer Segmentation \& Marketing Automation**

• Build and manage customer segments based on purchase frequency, order value, customer behaviour, and engagement levels.
• Implement automated customer journeys, including welcome series, abandoned cart recovery, post\-purchase follow\-ups, and customer reactivation.
• Optimize CRM workflows and automation processes to improve campaign efficiency.
• Maintain customer database quality, accuracy, and compliance with applicable data privacy requirements.

• *4\. Campaign Performance \& Data Analysis**

• Monitor and analyze key retention metrics, including repeat purchase rate, customer retention rate, churn rate, and customer lifetime value.
• Evaluate campaign performance using delivery rates, click\-through rates, conversion rates, and revenue attribution.
• Conduct A/B testing to improve messaging, campaign timing, segmentation, and overall effectiveness.
• Prepare weekly and monthly performance reports with actionable insights and recommendations.

• *5\. Cross\-Functional Collaboration**

• Collaborate with marketing, sales, design, and customer support teams to deliver consistent customer experiences.
• Coordinate campaign requirements, approvals, execution timelines, and performance reviews.
• Identify and recommend opportunities to enhance CRM processes and customer engagement strategies.

• *Required Skills \& Qualifications**

• Bachelor's degree in Marketing, Business Administration, Commerce, or a related discipline.
• **2–5 years of relevant experience** in retention marketing, CRM marketing, lifecycle marketing, or customer engagement.
• Proven experience in planning and executing retention campaigns across WhatsApp, Email, and SMS.
• Strong understanding of customer segmentation, marketing automation, and lifecycle journey management.
• Experience working with CRM, marketing automation, or e\-commerce platforms.
• Strong analytical skills with proficiency in Microsoft Excel or Google Sheets.
• Ability to interpret campaign performance data and translate insights into actionable strategies.
• Excellent communication, organizational, and cross\-functional coordination skills.
• Ability to independently manage multiple campaigns and meet deadlines.

• *Preferred Skills**

• Experience with platforms such as Shopify, Zoho CRM, Gallabox, Klaviyo, WebEngage, MoEngage, or similar CRM and marketing automation tools.
• Knowledge of RFM analysis, cohort analysis, and customer lifetime value optimization.
• Experience in e\-commerce, D2C, or retail marketing.
• Familiarity with campaign attribution, A/B testing, and customer journey optimization.

• *Key Performance Indicators (KPIs)**

• Customer retention rate
• Repeat purchase rate
• Customer lifetime value (CLV)
• Customer reactivation rate
• Retention campaign conversion rate
• Revenue generated through CRM campaigns
• Campaign engagement and automation performance

• *Ideal Candidate Profile**

The ideal candidate is analytical, proactive, and customer\-focused, with a strong ability to combine marketing strategy, customer insights, and CRM technology to drive measurable business growth.

The candidate should be capable of independently managing end\-to\-end retention marketing campaigns, optimizing customer journeys, and delivering consistent improvements in customer engagement and repeat purchase performance.

Pay: ₹25,000\.00 \- ₹35,000\.00 per month

Work Location: In person