Retention Marketing Manager

Job Title :- Retention Marketing Manager Key Goals

• Increase retention and repeat usage among newly acquired clients and riders.
• Improve customer lifetime value (CLV) and revenue from existing cohorts.
• Reduce early-stage drop-offs and reactivate dormant users.
• Build scalable lifecycle journeys across key engagement channels.
• Develop incentive and cashback programmes that drive measurable incremental behaviour.
• Improve retention economics by balancing growth with contribution margin and promotional efficiency.

Key Responsibilities

• Develop and execute retention and lifecycle marketing strategy.
• Build segmented customer journeys based on user behaviour, lifecycle stage, activity, customer value, and churn risk.
• Design engagement, loyalty, win-back, and reactivation programmes.
• Plan incentives, cashback campaigns, milestone rewards, streaks, and personalised offers with clear commercial objectives.
• Use control groups and structured experimentation to measure incremental revenue and minimise subsidising organic behaviour.
• Create communication calendars and automate trigger-based lifecycle campaigns.
• Continuously test audiences, offers, messaging, timing, communication frequency, and channel mix to improve performance.
• Analyse cohort performance to identify opportunities for improving retention, order frequency, and customer lifetime value.
• Manage programme budgets and ensure all incentive initiatives remain financially sustainable.

Marketing Channels The Retention Marketing Manager will be responsible for lifecycle communication across multiple CRM channels, including:

• Push Notifications
• WhatsApp
• Email
• SMS
• In-appMessaging
• AppInbox & Lifecycle Triggers
• Retargeting Campaigns
• Other relevant CRM and customer engagement channels
• The ideal candidate should understand how to optimise each channel based on urgency, customer behaviour, communication frequency, and expected business impact. Cross-Functional Collaboration.