Retention Marketing Manager

Key ResponsibilitiesRetention Campaign ManagementOwn end-to-end execution of retention campaigns across channels including WhatsApp, SMS, Push Notifications, RCS, Email, IVR, In-App Messaging, Web Push, and other customer engagement channels.Manage customer lifecycle journeys across onboarding, activation, engagement, retention, renewal, cross-sell, upsell, and reactivation stages.Ensure timely and error-free campaign launches while adhering to defined processes and SLAs.Review campaign setups, audience targeting, personalization logic, and journey configurations before deployment.Monitor campaign performance and recommend optimizations to improve engagement and conversion metrics.

Journey Optimization & Funnel AnalysisAnalyze customer journeys and lifecycle funnels to identify drop-offs, conversion bottlenecks, and opportunities for improvement.Derive actionable insights from campaign performance, customer behavior, and engagement trends.Partner with cross-functional teams to implement journey enhancements and improve customer experience.Continuously evaluate channel performance, messaging effectiveness, targeting strategies, and journey outcomes.

Team Management & Capability BuildingManage and mentor Senior Executives and Executives within the Retention Marketing team.Plan and allocate work across team members to ensure timely delivery of business requirements.Conduct regular training sessions on campaign execution, platform capabilities, lifecycle marketing best practices, and retention frameworks.Ensure adherence to operational processes, quality standards, and governance practices.Provide ongoing coaching and performance feedback to support team development and growth.

Analytics & ReportingCollaborate with Analytics teams to build and enhance campaign performance dashboards and reporting frameworksDefine measurement methodologies and reporting requirements for retention initiativesTrack and monitor key campaign and funnel metrics to identify trends and improvement opportunitiesPresent performance insights, recommendations, and learnings to stakeholders and leadership teams

Experimentation & OptimizationDesign and execute A/B tests across content, channels, audience segments, timing, and journey logicEvaluate test results and implement successful learnings at scaleDrive a culture of data-driven decision-making and continuous optimization within the retention function

Stakeholder ManagementWork closely with Product, Analytics, Growth, Risk, Content, Design, Operations, and Technology teams to deliver retention initiativesTranslate business requirements into actionable campaign and journey plansManage dependencies and proactively resolve execution challenges to ensure smooth delivery

Process ExcellenceEstablish and maintain campaign execution SOPs, QA frameworks, and operational best practicesIdentify opportunities to automate recurring processes and improve team efficiencyCreate and maintain documentation, playbooks, and knowledge repositories for the retention team

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