Lead Associate - Loyalty Programme

Myntra Designs Private Limited; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Myntra Designs Private Limited is seeking a Customer Growth & Retention professional to own the health of our dormant and at-risk customer base. You will track cohorts daily, spot churn signals, and run quick win-back and lifecycle interventions that drive repeat purchases and customer lifetime value.

You will map customer journeys for new and existing users and partner closely with Product, Analytics, and Category teams.

Qualifications

• 3–4 years in Customer Growth, Retention, or CLM in fast-paced environments.
• Hands-on experience building win-back frameworks and daily interventions.
• Experience managing customer lifecycle stages to improve repeat purchases.
• Ability to analyze cohort retention curves and churn indicators.
• Strong communication to work with Analytics, Product, and Category teams.

Responsibilities

• Monitor dormant and at-risk cohorts daily and deploy win-back interventions.
• Identify early churn signals and implement reactivation interventions.
• Map and optimize customer journeys for new and existing users.
• Design lifecycle interventions to drive repeat purchases and LTV.
• Track purchase sequence metrics and in-app behavior to spot drop-offs.
• Monitor retention, reactivation, and repeat-purchase trends to adjust levers.
• Partner with Product, Analytics, and Category teams to align interventions.

Skills

Customer Growth

Retention

Lifecycle Management

Cohort Analysis

Churn Prevention

Cross-functional collaboration

Job description

Myntra is India’s leading fashion and lifestyle platform, where technology meets creativity. As pioneers in fashion e-commerce, we’ve always believed in disrupting the ordinary.

We thrive on a shared passion for fashion, a drive to innovate to lead, and an environment that empowers each one of us to pave our own way. We’re bold in our thinking, agile in our execution, and collaborative in spirit.

Here, we create MAGIC by inspiring vibrant and joyous self-expression and expanding fashion possibilities for India, while staying true to what we believe in.

We believe in taking bold bets and changing the fashion landscape of India. We are a company that is constantly evolving into newer and better forms and we look for people who are ready to evolve with us.

From our humble beginnings as a customization company in 2007 to being technology and fashion pioneers today, Myntra is going places and we want you to take part in this journey with us.

Working at Myntra is challenging but fun - we are a young and dynamic team, firm believers in meritocracy, believe in equal opportunity, encourage intellectual curiosity and empower our teams with the right tools, space, and opportunities.

ROLE SUMMARY:

We are looking for a Customer Growth & Retention professional to own the health of our dormant and at-risk customer base. In this role, you will track cohorts daily, spot early churn signals, and run quick-turnaround win-back and lifecycle interventions that drive repeat purchases and customer lifetime value (LTV). You will map customer journeys for new and existing users and partner closely with Product, Analytics, and Category teams. Impact: This is a key growth role that directly impacts customer retention, reactivation, repeat purchase frequency, and long-term customer value.

WHAT YOU WILL DO

• Monitor dormant and at-risk customer cohorts daily and deploy targeted win-back interventions to prevent customer churn.
• Identify early churn signals and build structured, continuous interventions to reactivate inactive users before they drop off completely.
• Map, track, and optimize customer journeys for both new and existing users to build strong long-term retention habits.
• Design and execute strategic lifecycle interventions to continuously drive repeat purchases, scale repeat order frequency, and expand customer lifetime value (LTV).
• Track key purchase sequence metrics and early platform behavior daily to spot drop-offs early and trigger timely re-engagement actions.
• Monitor daily cohort retention rates, reactivation conversion metrics, and repeat purchase trends to refine growth levers in real time.
• Partner directly with Product, Analytics, and Category teams to align lifecycle interventions with key user touchpoints and product features.

WHAT WE ARE LOOKING FOR

• 3–4 years in Customer Growth, Retention, or Customer Lifecycle Management (CLM) within a fast-paced environment.
• Proven track record and deep hands‑on expertise in building win-back frameworks and running daily interventions for dormant cohorts.
• Strong experience managing customer lifecycle stages, improving repeat purchases, and scaling repeat order frequency.
• Ability to dive into cohort retention curves, purchase sequence metrics, drop‑off funnels, and churn indicators.
• Ability to run daily tracking, spot retention leaks independently, and launch quick-turnaround interventions.
• Clear communication skills to work closely with Analytics, Product, and Category teams to execute timely retention programs.