Retention Lead

Travelwings; Gurgaon; On-site; INR 2,500,000 - 5,000,000; Full time

Job summary

Travelwings is seeking a Retention Lead to own and scale customer lifecycle marketing and retention initiatives. You will design personalized journeys, run CRM campaigns across Email, SMS, and in-app channels, and partner with product, marketing, and tech teams to boost retention and CLV.

The role requires 5–8 years in e-commerce CRM or retention roles, with hands-on experience using WebEngage, MoEngage, Clevertap, and Google Analytics. A data-driven mindset is essential for success.

Qualifications

• 5–8 years proven experience in e-commerce CRM, lifecycle marketing, or retention roles.
• Proficiency with tools such as WebEngage, MoEngage, Clevertap and Google Analytics.
• Hands-on experience with customer segmentation, funnel optimization, and campaign performance analysis.
• Excellent communication and cross-functional coordination skills.
• Ability to work in a fast-paced, data-driven environment.
• Strong understanding of retail landscape and customer experience principles.

Responsibilities

• Design and implement end-to-end retention strategies including win-back campaigns, dormant user activation, loyalty efforts, and advocacy-based campaigns.
• Define full customer journeys across lifecycle stages and identify optimization opportunities using marketing analytics.
• Develop CRM marketing strategies to boost traffic, repeat purchases, retention, and cross-sell opportunities.
• Build data-driven segmentation models to personalize communication for cohorts (new, active, at-risk, dormant).
• Execute CRM campaigns across Email, SMS, In-App, and other channels with tools like WebEngage, MoEngage, or Clevertap.
• Coordinate with product, design, and campaign planners to align campaigns with user funnels and marketing objectives.
• Work with marketing, tech, product, ops, and commercial teams to ensure integrated retention strategies.

Skills

CRM marketing

Lifecycle marketing

Retention optimization

Cross-functional coordination

Tools

WebEngage

MoEngage

Clevertap

Google Analytics

Job description

Gurgaon Kty., India

About the Role We are seeking a strategic, data-driven, and creatively sharp Retention Lead to own and scale our customer lifecycle marketing and retention efforts. This role is critical in driving engagement, repeat purchases, and reducing churn across our platform. You will be responsible for building personalized customer journeys, spearheading CRM campaigns, and working cross-functionally to boost customer lifetime value and user satisfaction.

Key Responsibilities

• Design and implement end-to-end retention strategies including win-back campaigns, dormant user activation, early access initiatives, loyalty efforts, and advocacy-based campaigns.
• Define full customer journeys across lifecycle stages and identify areas for optimization using marketing analytics and user insights.
• Develop CRM marketing strategies to boost traffic, repeat purchases, retention, and cross-sell opportunities.
• Build data-driven segmentation models to personalize communication and target cohorts effectively (new, active, at-risk, dormant, etc.).
• Conceptualize and execute CRM campaigns across Email, SMS, In-App, and other channels using tools like WebEngage, MoEngage, or Clevertap.
• Educate and engage users through well-crafted messaging journeys and trigger-based automations.
• Responsible for quality assurance of all CRM campaigns and ensuring customer experience excellence.
• Coordinate with product owners, designers, campaign planners, and other stakeholders to execute campaigns aligned with user funnels and marketing objectives.
• Work closely with marketing, tech, product, ops, and commercial teams to ensure an integrated retention and engagement strategy.
• Drive platform-level merchandising, campaign visibility, and product discoverability through banners, content, and homepage promotions.

Analytics & Reporting

• Leverage tools like Google Analytics, and CRM dashboards to analyze user behavior, transaction/search patterns, and campaign performance.
• Design and maintain campaign dashboards and weekly/monthly performance reports.
• Conduct A/B tests and data-driven experiments to optimize campaign performance.
• Generate insights and forecasts from customer and sales data to anticipate trends and inform strategy.
• Create and maintain monthly event and campaign calendars tailored around user behavior, seasonal trends, and festive events.
• Devise detailed merchandising communication plans and visibility strategies to boost CTRs and conversions.
• Understand and optimize on-platform user funnels and landing page experiences to enhance engagement and conversion.

Requirements

• 5-8 years proven experience in e-commerce CRM, lifecycle marketing, or retention-focused roles.
• Proficiency with tools such as WebEngage, MoEngage, Clevertap and Google Analytics
• Hands-on experience with customer segmentation, funnel optimization, and campaign performance analysis.
• Working knowledge of online merchandising, campaign planning, and traffic/sales metric tracking.
• Excellent communication and cross-functional coordination skills.
• Ability to work in a fast-paced, data-driven, and results-oriented environment.
• A strong understanding of the retail landscape and customer experience principles.