Customer Loyality Manager

Paytm; Dadri; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Paytm is seeking an experienced Customer Retention & Loyalty Manager to enhance customer engagement and drive repeat transactions. This role involves owning retention strategies and managing loyalty programs while leveraging data analytics and CRM platforms.

The ideal candidate should have over 8 years of experience, particularly in E-commerce or Fintech, with a proven record in improving customer lifetime value. Responsibilities include executing loyalty initiatives and optimizing key retention metrics.

Qualifications

• 8+ years of experience in Customer Retention, Loyalty, CRM, or Lifecycle Marketing.
• Experience in Travel, E-commerce, Fintech, Consumer Internet or Digital Platforms.
• Proven track record of improving customer lifetime value.

Responsibilities

• Define and execute customer retention strategies across lifecycle stages.
• Design and manage loyalty programs and engagement initiatives.
• Monitor and optimize retention metrics like Churn Rate and LTV.

Skills

Customer Retention

CRM

Data Analytics

Lifecycle Marketing

Customer Engagement

Tools

SQL

Excel

Tableau

Power BI

CRM Tools (Clevertap, WebEngage, MoEngage, Braze, Salesforce Marketing Cloud)

Job description

About the Role

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.