Retention Lead

Travel Wings Inc; Gurgaon; On-site; INR 1,800,000 - 3,600,000; Full time

Job summary

Travel Wings Inc in Gurgaon, India, is seeking a strategic Retention Lead to own customer lifecycle marketing, drive engagement, and reduce churn across our ecommerce platform. You will build personalized journeys, launch CRM campaigns across Email, SMS, and in-app channels with tools like WebEngage, MoEngage, or Clevertap, and collaborate with product, marketing, and tech teams to boost LTV.

The role requires 5–8 years of CRM or retention experience and a data-driven mindset to deliver

Qualifications

• 5–8 years proven experience in e-commerce CRM or retention roles.
• Strong understanding of customer segmentation and lifecycle optimization.
• Experience designing and executing multi-channel CRM campaigns.
• Proficiency with analytics to drive data-backed decisions.

Responsibilities

• Design and implement end-to-end retention strategies including win-back campaigns and loyalty initiatives.
• Define customer journeys across lifecycle stages and optimize using analytics.
• Develop CRM campaigns to boost retention, traffic, and cross-sell opportunities.
• Build data-driven segmentation models to personalise communications.
• Coordinate with product, marketing, design, and tech teams to execute campaigns.
• Analyze campaign performance and generate actionable insights.

Skills

CRM strategy

Lifecycle marketing

Data-driven decision making

Cross-functional collaboration

Tools

WebEngage

MoEngage

Clevertap

Google Analytics

Job description

Job Description:

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

Retention Strategy & Execution

• 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.

Customer Segmentation & Campaign Management

• 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.

Collaboration & Merchandising Alignment

• 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.

Customer Engagement Planning

• 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.