Retention Marketing Lead - eCommerce/Online Marketplace - IIM/ISB/XLRI/FMS/MDI/SPJIMR/IIFT
GoStravvy · Delhi · onsite · Posted 60d ago
About a minute. You'll make an account on the way through.
About this role
Retention Marketing Lead
Lifecycle and CRM
Reports to: VP Marketing
Location: Delhi NCR (on-site)
Team: you will shape and lead the retention function
Experience: 5+ years
Compensation: Competitive, commensurate with experience
Why this role exists
Customer practices reorder on a cycle, which makes retention the economic engine of this business, not acquisition. You own the second purchase, the tenth purchase, and everything that keeps a customer buying. This seat exists because lifetime value is where the margin lives, and it has been under-owned until now.
What you own
- Customer lifetime value and the LTV-to-CAC ratio
- Repeat purchase rate and retention across cohorts
- The full customer journey and the lifecycle communication behind it: onboarding, replenishment, reactivation, win-back
- Nudges that recover customers dropping at any funnel stage, in-app and across channels
What you will do
- Build lifecycle journeys in MoEngage across email (Kasplo), WhatsApp and RCS (Onextel), SMS (Gupshup), and push, mapped to where each customer sits in their buying cycle
- Segment customers (RFM, category, practice type, B2B versus consumer) and run targeted retention and replenishment programmes
- Locate the funnel drop-off points and deploy nudges that recover them, measured by recovered revenue
- Build and own a reactivation and win-back engine for lapsed buyers
- Stand up the retention metric stack (cohort retention, repeat rate, lifetime value, LTV-to-CAC) so the whole org reads the same numbers
- Partner with Merchandising on in-session nudges and with Category on replenishment and offer logic
How you will be measured
- Repeat purchase rate and cohort retention curves
- Lifetime value and LTV-to-CAC
- Recovered revenue from funnel-drop nudges and win-back
- Lifecycle channel performance measured to revenue, not opens alone
What good looks like in your first 6 to 12 months
- By month 6, a measurable and defensible lift in repeat purchase rate, or in revenue recovered from funnel drop-offs and win-back, against the baseline you set early
- The core lifecycle journeys (onboarding, replenishment, win-back) live, attributed, and contributing revenue the business can see and plan against
- Lifetime value and LTV-to-CAC visible at cohort level and moving in the right direction, with a retention metric stack the rest of the org trusts enough to plan against
Must-haves
- MBA or PGDM from a Tier-1 institute (IIM, ISB, XLRI, FMS, MDI, SPJIMR, IIFT or equivalent)
- 7+ years in retention, CRM, or lifecycle marketing for an e-commerce, subscription, or platform business
- Hands-on experience with a CRM or engagement platform (MoEngage, CleverTap, WebEngage, Braze or similar) and multi-channel orchestration
- Strong command of cohort analysis, segmentation, lifetime value, and retention economics
- Evidence of moving repeat rate, retention, or lifetime value, shown with numbers
Preferred
- Experience in a reorder or replenishment-driven category
- B2B and consumer lifecycle experience in the same role
- Comfort designing loyalty programmes
Sourced from iimjobs