Customer Lifecycle & Retention Manager

Oswaal Books; Agra District; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Oswaal Books is seeking a Customer Lifecycle & Retention Manager in Agra to own end-to-end customer engagement across the lifecycle. You will drive CRM campaigns, segmentation, and lifecycle journeys to improve repeat purchases and lifetime value.

You will collaborate with Marketing, Product, Data and Tech teams to optimize the customer journey, run A/B tests, and monitor campaign impact on CRM revenue and retention.

Qualifications

• 2-6 years of experience in CRM, retention, lifecycle marketing or marketing automation.
• Hands-on experience with CRM/marketing automation platforms.
• Strong understanding of segmentation, journeys, retention, churn, LTV and cohorts.

Responsibilities

• Develop and execute customer lifecycle and retention strategies to boost repeat purchases and LTV.
• Build and optimise journeys across Email, WhatsApp, SMS, Push Notifications, and other CRM channels.
• Segment customers by behavior, engagement, lifecycle stage and value, and tailor campaigns.

Skills

CRM strategy

Lifecycle marketing

Data-driven decisions

Tools

CRM platforms

Marketing automation tools

GA4

Excel/Google Sheets

Job description

Customer Lifecycle & Retention Manager

Location: Agra

Experience: 3-6 Years

Department: Marketing

About the Role:-

We are looking for a Customer Lifecycle & Retention Manager to own customer engagement and retention across the complete customer lifecycle. The role will focus on CRM, lifecycle campaigns, marketing automation, customer segmentation, repeat purchases, and improving customer LTV.

Key Responsibilities:-

• Develop and execute customer lifecycle and retention strategies to increase repeat purchases and customer LTV.
• Build and optimise customer journeys across Email, WhatsApp, SMS, Push Notifications, and other CRM channels.
• Segment customers based on purchase behaviour, engagement, lifecycle stage, and customer value.
• Drive repeat purchase, reactivation, cross-sell, upsell, and win-back campaigns.
• Identify customer drop-offs and churn points and create targeted retention journeys.
• Analyse cohort behaviour, retention rate, churn, repeat purchase rate, and LTV to identify growth opportunities.
• Plan and execute personalised CRM campaigns and A/B tests to improve engagement and conversions.
• Work with Marketing, Product, Data, and Technology teams to improve the overall customer journey.
• Track campaign performance and generate insights to improve CRM revenue and retention.
• Continuously identify opportunities to automate manual customer communication and improve campaign efficiency.

Requirements:-

• 2-6 years of experience in CRM, Retention Marketing, Lifecycle Marketing, Customer Engagement, or Marketing Automation.
• Hands-on experience with CRM/marketing automation platforms.
• Strong understanding of customer segmentation, lifecycle journeys, retention, churn, LTV, cohorts, and repeat purchase.
• Experience managing campaigns through Email, WhatsApp, SMS, and Push Notifications.
• Strong analytical and data-driven approach.
• Experience with A/B testing, personalisation, campaign optimisation, and customer journey mapping.
• Good knowledge of Excel/Google Sheets and GA4.
• Experience in D2C, E-commerce, EdTech, Retail, or Consumer Businesses will be preferred.