Retention Marketing Executive

Sova; Gurugram District; On-site; INR 400,000 - 600,000; Full time

Job summary

Sova Health in Gurugram is hiring a Retention Marketing Executive to own and optimize WhatsApp communications across campaigns, journeys, and automation. You will collaborate with Marketing, Product, Customer Success, and Tech to drive engagement, retention, and conversions.

The role requires 1–3 years in WhatsApp or lifecycle marketing, experience with BSPs like WATI or Interakt, and strong analytical reporting skills.

Qualifications

• 1 to 3 years of experience in WhatsApp Marketing, CRM Marketing, Lifecycle Marketing, or Marketing Automation.
• Experience using platforms like WATI, Gupshup, Interakt, AiSensy, or similar WhatsApp BSPs.
• Understanding of customer journey mapping and marketing automation.
• Strong analytical skills with experience tracking campaign performance.
• Comfortable working with Excel or Google Sheets for reporting.
• Basic understanding of APIs, CRM integrations, and automation tools is an advantage.
• Excellent written communication skills.

Responsibilities

• Plan, execute, and optimize WhatsApp campaigns for acquisition, engagement, retention, and reactivation.
• Schedule promotional, transactional, educational, and reminder campaigns.
• Segment audiences based on customer behavior, lifecycle stage, and campaign objectives.
• Monitor campaign performance and continuously improve delivery and engagement metrics.
• Build and maintain automated WhatsApp journeys for marketing, onboarding, support, and NPS.
• Design conversational flows that improve customer experience and reduce manual intervention.
• Work with Product and Customer Success teams to automate repetitive customer interactions.
• Ensure automation logic remains updated with business requirements.
• Manage WhatsApp Business API platforms such as WATI, Gupshup, Interakt, or similar BSPs.
• Coordinate template creation, approvals, and compliance with Meta’s messaging policies.
• Troubleshoot delivery issues and coordinate with vendors when required.
• Track campaign KPIs including Delivery Rate, Open Rate, CTR, Response Rate, Conversion Rate, Opt-out Rate.
• Prepare weekly and monthly performance reports.
• Conduct A/B testing for messaging, timing, CTAs, and customer segments.
• Recommend improvements based on campaign insights.
• Work with Marketing to execute promotional campaigns.
• Coordinate with Customer Success for support and retention journeys.
• Partner with Product and Engineering teams to implement new automation flows.
• Collaborate with Design and Content teams for creatives and messaging.
• Ensure all campaigns comply with Meta WhatsApp Business policies.
• Maintain customer consent and opt-in records.
• Follow data privacy and communication guidelines.

Skills

WhatsApp Marketing

CRM Marketing

Lifecycle Marketing

Marketing Automation

Education

Bachelor's degree in Marketing, Business, Communications, or a related field

Tools

WATI

Gupshup

Interakt

AiSensy

Job description

Retention Marketing Executive

Location: Gurugram

Work Mode: Office/ Onsite

Reporting To: Head of Marketing

About Sova Health

Sova Health is India’s fastest-growing precision gut-health startup, building cutting-edge

solutions across diagnostics, personalized nutrition, and D2C wellness. We combine health science, AI, and automation to deliver an end-to-end experience that genuinely transforms customer outcomes.

We are now hiring a Retention Marketing Executive to own and optimize our WhatsApp communication channel.

If you love solving real problems, moving fast, and working cross functionally, this role is for you.

Role Overview

This role will be responsible for planning, executing, and improving campaigns across marketing, customer engagement, support, and retention. You'll work closely with Marketing, Product, Customer Success, and Tech teams to build automated customer journeys that improve engagement, conversions, and customer experience.

Key Responsibilities Campaign Management

• Plan, execute, and optimize WhatsApp campaigns for acquisition, engagement, retention, and reactivation.
• Schedule promotional, transactional, educational, and reminder campaigns.
• Segment audiences based on customer behavior, lifecycle stage, and campaign objectives.
• Monitor campaign performance and continuously improve delivery and engagement metrics.

Automation & Customer Journeys

• Build and maintain automated WhatsApp journeys for marketing, onboarding, support, and NPS.
• Design conversational flows that improve customer experience and reduce manual intervention.
• Work with Product and Customer Success teams to automate repetitive customer interactions.
• Ensure automation logic remains updated with business requirements.

WhatsApp Platform Management

• Manage WhatsApp Business API platforms such as WATI, Gupshup, Interakt, or similar BSPs.
• Coordinate template creation, approvals, and compliance with Meta’s messaging policies.
• Troubleshoot delivery issues and coordinate with vendors when required.

Analytics & Optimization

• Track campaign KPIs including:
  • Delivery Rate
  • Open Rate
  • Click-through Rate (CTR)
  • Response Rate
  • Conversion Rate
  • Opt-out Rate
• Prepare weekly and monthly performance reports.
• Conduct A/B testing for messaging, timing, CTAs, and customer segments.
• Recommend improvements based on campaign insights.

Cross-functional Collaboration

• Work with Marketing to execute promotional campaigns.
• Coordinate with Customer Success for support and retention journeys.
• Partner with Product and Engineering teams to implement new automation flows.
• Collaborate with Design and Content teams for creatives and messaging.

Compliance & Governance

• Ensure all campaigns comply with Meta WhatsApp Business policies.
• Maintain customer consent and opt-in records.
• Follow data privacy and communication guidelines.

Required Skills

• 1 to 3 years of experience in WhatsApp Marketing, CRM Marketing, Lifecycle Marketing, or Marketing Automation.

• Experience using platforms like WATI, Gupshup, Interakt, AiSensy, or similar WhatsApp BSPs.

• Understanding of customer journey mapping and marketing automation.

• Strong analytical skills with experience tracking campaign performance.

• Comfortable working with Excel or Google Sheets for reporting.

• Basic understanding of APIs, CRM integrations, and automation tools is an advantage.

• Excellent written communication skills.

Preferred Qualifications

• Bachelor's degree in Marketing, Business, Communications, or a related field.

• Experience in healthcare, D2C, consumer tech, or startups is preferred.

• Familiarity with CRMs such as HubSpot, Zoho, Salesforce, or Freshsales.

• Experience with customer segmentation and lifecycle marketing.