Retention Marketer

DigiHaat; Delhi; On-site; INR 600,000 - 900,000; Full time

Job summary

DigiHaat, the buyer app under Nirmit Bharat and backed by ONDC, is seeking a CLM / Retention Marketing professional who is passionate about turning customer insights into measurable growth. You’ll own the customer lifecycle across Push, In‑App, Email, SMS and WhatsApp, designing journeys that move users from activation to repeat behavior and loyalty.

You’ll think in cohorts and experiments, work hands‑on with CleverTap and MoEngage, track cohort retention, churn and LTV, run A/B tests, analyze

Qualifications

• 1–3 years of experience in CLM, CRM or Retention Marketing.
• Experience in an e-commerce or consumer-app-first environment preferred.
• Strong hands-on experience with CleverTap or MoEngage; CleverTap expertise is preferred.
• Strong understanding of customer journeys, segmentation, triggered campaigns and lifecycle marketing.
• Strong Excel skills, including Pivot Tables, Lookups, Cohort Analysis and Funnel Analysis.
• Strong analytical and problem-solving mindset.
• Experience working with retention, reactivation, win-back or churn-risk initiatives.
• Working understanding of app events, event tracking and attribution.
• Comfortable forming hypotheses, running experiments and making decisions based on data.
• Strong ownership and attention to detail.
• Ability to work in a fast-paced, high-growth environment.
• Strong communication and stakeholder management skills.

Responsibilities

• Own the end-to-end lifecycle marketing strategy across Push, In-App, Email, SMS and WhatsApp.
• Build and optimise user journeys across onboarding, activation, repeat, win-back and churn-risk stages.
• Create segments and triggered journeys using CleverTap / MoEngage.
• Track and improve cohort retention, repeat rate, reactivation, churn and LTV.
• Develop a clear hypothesis for every campaign and measure its impact.
• Run structured A/B tests across messaging, creative, timing, channels and offers.
• Analyse cohorts, funnels and RFM segments using Excel and translate insights into campaigns.
• Work with app events and attribution data to understand user behaviour and improve segmentation.
• Identify retention leaks and develop initiatives to address them.
• Connect lifecycle marketing initiatives with broader growth objectives.
• Present campaign performance and clearly communicate what worked, what didn't and what we should do next.
• Work closely with product, growth, analytics and other cross-functional teams.

Skills

Lifecycle marketing

CRM/Retention

Cohort analysis

A/B testing

Segmentation

Data-driven

Ownership

App events / attribution

Killer instinct for growth

Communication

Stakeholder management

Fast-paced environment

Tools

CleverTap

MoEngage

Excel

Job description

Nirmit Bharat is a newly introduced subsidiary of the Open Network for Digital Commerce (ONDC), focused on fostering inclusive digital commerce across India.

We are building DigiHaat, a buyer app designed to make digital commerce more accessible to small businesses, artisans, farmers and consumers. Currently in beta, DigiHaat has already crossed 3 million downloads and orders in its first four months.

THE OPPORTUNITY

We’re looking for a CLM / Retention Marketing professional who is passionate about understanding customer behaviour and turning those insights into measurable retention and growth.

This is not a "send campaigns and move on" role.

You’ll own the customer lifecycle across Push, In-App, Email, SMS and WhatsApp, designing journeys that move users from activation → repeat behaviour → loyalty.

You’ll be expected to think in cohorts, segments, experiments and retention metrics, while being hands‑on with platforms such as CleverTap and MoEngage.

WHAT YOU'LL DO

• Own the end-to-end lifecycle marketing strategy across Push, In-App, Email, SMS and WhatsApp.
• Build and optimise user journeys across onboarding, activation, repeat, win-back and churn-risk stages.
• Create segments and triggered journeys using CleverTap / MoEngage.
• Track and improve cohort retention, repeat rate, reactivation, churn and LTV.
• Develop a clear hypothesis for every campaign and measure its impact.
• Run structured A/B tests across messaging, creative, timing, channels and offers.
• Analyse cohorts, funnels and RFM segments using Excel and translate insights into campaigns.
• Work with app events and attribution data to understand user behaviour and improve segmentation.
• Identify retention leaks and develop initiatives to address them.
• Connect lifecycle marketing initiatives with broader growth objectives.
• Present campaign performance and clearly communicate what worked, what didn't and what we should do next.
• Work closely with product, growth, analytics and other cross-functional teams.

WHAT WE'RE LOOKING FOR ?

• 1–3 years of experience in CLM, CRM or Retention Marketing.
• Experience in an e-commerce or consumer-app-first environment preferred.
• Strong hands‑on experience with CleverTap or MoEngage; CleverTap expertise is preferred.
• Strong understanding of customer journeys, segmentation, triggered campaigns and lifecycle marketing.
• Strong Excel skills, including Pivot Tables, Lookups, Cohort Analysis and Funnel Analysis.
• Strong analytical and problem-solving mindset.
• Experience working with retention, reactivation, win-back or churn-risk initiatives.
• Working understanding of app events, event tracking and attribution.
• Comfortable forming hypotheses, running experiments and making decisions based on data.
• Strong ownership and attention to detail.
• Ability to work in a fast‑paced, high‑growth environment.
• Strong communication and stakeholder management skills.