Retention Marketing Manager

Location: Navi Mumbai

Employment Type: Full-Time | Work From Office

Experience: 2–5 Years

We are looking for a Retention Marketing Manager who can help D2C brands generate more revenue from their existing customer base through WhatsApp, Email, SMS and customer lifecycle marketing.

This is not just a campaign execution role. You will be expected to understand customer behaviour, build retention strategies, create automated customer journeys, segment audiences, improve repeat purchases, recover abandoned carts and ultimately increase LTV and retention revenue.

You will work across multiple D2C brands and take ownership of their retention marketing function.

• Build and execute end-to-end retention marketing strategies for D2C/e-commerce brands.
• Manage WhatsApp and Email Marketing campaigns across multiple client accounts.
• Build automated customer journeys including:
• Welcome flows
• Abandoned cart recovery
• Browse abandonment
• COD confirmation/conversion
• Post-purchase journeys
• Cross-sell & upsell flows
• Repeat purchase reminders
• Win-back campaigns
• Customer reactivation
• New product launches
• Offers and promotional campaigns
• Create intelligent customer segments based on purchase behaviour, recency, frequency, AOV, engagement and other customer data.
• Build strategies to improve repeat purchase rate, customer LTV and retention revenue.
• Plan monthly WhatsApp and Email campaign calendars for brands.
• Work closely with copywriters and designers to develop high-converting retention creatives and communication.
• Conduct A/B tests across messaging, offers, creatives, subject lines, send timings and audience segments.
• Monitor campaign performance and continuously identify opportunities for improvement.
• Analyse the complete customer funnel and identify leakage points where retention automation can recover additional revenue.
• Work closely with Performance Marketing teams to ensure acquisition and retention strategies complement each other.
• Present retention performance, insights and next steps to clients.

Hands-on experience with D2C retention and commerce tools is important.

Must have / strongly preferred:

• BiteSpeed – WhatsApp marketing, broadcasts, segmentation and automation
• GoKwik – checkout, COD intelligence, abandoned checkout recovery and customer conversion
• Shopify
• Meta / WhatsApp Business ecosystem
• Email marketing and automation platforms

Experience with tools such as Klaviyo, WebEngage, MoEngage, Interakt, WATI, AiSensy, Gupshup, Netcore or similar platforms will be an advantage.

You should be comfortable working with metrics such as:

• Repeat Purchase Rate
• Customer Lifetime Value (LTV)
• Retention Rate
• Returning Customer Revenue
• WhatsApp Revenue
• Email Revenue
• Abandoned Cart Recovery Rate
• Conversion Rate
• Average Order Value
• Open Rate
• Click-Through Rate
• Revenue per Campaign
• Revenue per Recipient
• Unsubscribe / Opt-out Rate

More importantly, you should know what actions to take when these numbers are weak.

You would be a strong fit if you:

• Have 2–5 years of experience in retention, CRM, lifecycle or D2C marketing.
• Have worked directly with D2C/e-commerce brands.
• Have hands-on experience executing WhatsApp and Email campaigns.
• Understand Shopify customer journeys and e-commerce funnels.
• Have experience building automated retention flows rather than only sending broadcasts.
• Are highly analytical and comfortable working with customer and revenue data.
• Can simultaneously manage retention strategies for multiple brands.
• Understand copy, offers, consumer psychology and conversion.
• Can independently identify retention opportunities instead of waiting for instructions.
• Are comfortable communicating strategies and results directly with clients.

Your success will not be measured by how many WhatsApp messages or emails you send.

It will be measured by your ability to:

Increase repeat purchases → Recover lost customers → Improve LTV → Generate measurable incremental revenue from retention channels.

• We are looking for someone who can build retention into a serious revenue channel for D2C brands, not simply operate CRM tools.