Retention Lead

Why This Role Exists

In premium retail, retention is not just a performance metricit is the business model. Our customers do not respond to discount-driven noise; they respond to relevance, timing, and thoughtful storytelling. As we expand from 3 to 8 stores, our ability to design meaningful, long-term

customer relationships will become a key competitive moat. This role will own and drive that digital relationship.

What Youll Be Building

You wont just execute campaigns.

You will architect the lifecycle layer of Foodstories. Lifecycle as Design

You will build:

• First purchase journeys
• Repeat behaviour triggers
• Cross-category discovery nudges
• Win-back systems
• VIP & loyalty communication frameworks

Every message must feel intentional. Never transactional.

Personalisation That Feels Premium

• RFM segmentation
• Behavioural and cohort mapping
• Category affinity intelligence (imports, bakery, gourmet FMCG)
• Occasion and seasonality targeting
• High-value customer identification

Premium customers expect to be understood not targeted.

A Culture of Experimentation

• Structured A/B testing roadmap
• Automation via Clevertap / WebEngage / MoEngage
• Trigger-led communication systems
• Continuous optimisation of OR, CTR, CVR & Repeat %

What Success Looks Like

• Measurable improvement in Repeat Purchase %
• CRM contributing a meaningful share of revenue
• Cohort retention improving consistently
• Structured lifecycle architecture in place
• Automation driving predictable repeat revenue

Who Will Thrive Here

Someone who:

• Thinks in journeys, not broadcasts
• Understands premium customer psychology
• Loves experimentation
• Enjoys ownership
• Wants to build systems during expansion