Customer Loyality Manager

One97 Communications Limited; Dadri; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

One97 Communications Limited is looking for an experienced Customer Retention & Loyalty Manager to enhance customer engagement and maximize Customer Lifetime Value (LTV). This strategic role requires a robust understanding of customer behavior and expertise in CRM platforms, particularly within Travel, E-commerce, or Fintech sectors.

The ideal candidate will define and execute retention strategies, manage loyalty programs, and utilize data analytics to monitor performance metrics. Key tasks include developing customer segmentation strategies and collaborating cross-functionally to optimize retention efforts.

Qualifications

• 8+ years of experience in Customer Retention, Loyalty, CRM, or Customer Engagement.
• Proven track record of improving retention and customer lifetime value.
• Strong analytical skills with experience in CRM tools and data analysis.

Responsibilities

• Define and execute customer retention and loyalty strategies.
• Design and manage loyalty programs and engagement initiatives.
• Drive repeat transactions through targeted CRM campaigns.

Skills

Customer Retention

Loyalty Programs

Data Analytics

CRM tools

Problem-Solving

Cross-Functional Collaboration

Tools

SQL

Excel

Tableau

Power BI

Salesforce Marketing Cloud

Clevertap

WebEngage

MoEngage

Braze

Job description

We are looking for an experienced Customer Retention & Loyalty Manager to drive customer engagement, repeat transactions, and long-term customer value. The ideal candidate will own retention strategy, loyalty programs, CRM campaigns, and lifecycle marketing initiatives to improve customer stickiness and maximize Customer Lifetime Value (LTV).

The role requires a strong understanding of customer behavior, data analytics, CRM platforms, and loyalty frameworks, preferably in Travel, E-commerce, Fintech, or Consumer Internet businesses.

Key Responsibilities

• Define and execute customer retention and loyalty strategies across customer lifecycle stages.
• Design and manage loyalty programs, membership offerings, rewards, cashback, and engagement initiatives.
• Drive repeat transactions and improve customer retention metrics through targeted CRM campaigns.
• Develop customer segmentation and personalization strategies using behavioral and transactional data.
• Own lifecycle communication across Push, Email, SMS, WhatsApp, and in-app channels.
• Monitor and optimize key metrics such as Retention Rate, Churn Rate, Repeat Purchase Rate, Engagement Rate, and LTV.
• Conduct cohort analysis and identify opportunities to improve customer stickiness.
• Partner with Product, Growth, Marketing, Analytics, and Business teams to launch retention initiatives.
• Drive A/B testing and experimentation to improve campaign performance and customer engagement.
• Build dashboards and reporting mechanisms to track loyalty and retention performance.
• Manage CRM and marketing automation platforms for campaign execution and optimization.

Requirements

• 8+ years of experience in Customer Retention, Loyalty, CRM, Lifecycle Marketing, or Customer Engagement.
• Experience in Travel, E-commerce, Fintech, Consumer Internet, or Digital Platforms preferred.
• Proven track record of improving retention, repeat transactions, and customer lifetime value.
• Hands‑on experience with CRM tools such as Clevertap, WebEngage, MoEngage, Braze, or Salesforce Marketing Cloud.
• Strong analytical skills with experience in SQL, Excel, Tableau, Power BI, or similar tools.
• Experience in customer segmentation, personalization, and campaign optimization.
• Ability to work cross-functionally and influence multiple stakeholders.
• Strong problem‑solving and data‑driven decision‑making skills.