Retention Specialist

Skyleaf Consultants LLP; Mumbai; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Skyleaf Consultants LLP is seeking a retention specialist in Mumbai to own CRM and lifecycle programs aimed at boosting repeat purchases and LTV. You will plan targeted WhatsApp and email campaigns around new drops, festive seasons and key moments.

You will build automated journeys (Welcome, Abandoned Cart, Post-Purchase, Cross-Sell), segment customers, and tie online and in-store activity to online reorders, while relentlessly testing messaging and channels to improve revenue.

Qualifications

• 2–5 years in Retention, CRM, Lifecycle or D2C Marketing.
• Hands-on experience running WhatsApp and email at a D2C or ecommerce brand.
• Experience building automated journeys, not just broadcasts.

Responsibilities

• Own retention across BSC's customer base with focus on repeat purchases, LTV and returning revenue.
• Plan and run WhatsApp and email campaigns for drops, collections and seasonal moments.
• Build automated journeys: Welcome, Abandoned Cart, Post-Purchase, Cross-Sell, Win-Back and Reactivation.
• Segment customers by recency, frequency, AOV, product category and channel.
• Connect store and online customers to drive online reorders.
• Study journeys to identify drop-offs and recover revenue.
• Test messaging, offers, creatives, audiences, timing and automations; track results.
• Own metrics: Repeat Purchase Rate, LTV, Returning Revenue, WhatsApp/Email Revenue, Recovery Rates.
• Collaborate with Performance Marketing, Creative, E-commerce, Stores and Data teams to boost revenue.

Skills

CRM Retention

Lifecycle Marketing

D2C Marketing

Email Marketing

WhatsApp Marketing

Shopify

Tools

Klaviyo

WebEngage

AiSensy

Netcore

Google Analytics

Excel

Job description

Urgent Hiring for Retention specialist for Mumbai

• Own retention across BSC's customer base, with a focus on repeat purchases, LTV and returning customer revenue
• Plan and run WhatsApp and email campaigns for new fabric drops, collections and sales, plus the moments that matter in our business, like wedding and festive season
• Build automated journeys: Welcome, Abandoned Cart, COD, Post-Purchase and fit feedback, Cross-Sell (shirts to trousers, chinos and suits), Repeat Purchase, Win-Back and Reactivation
• Segment customers by recency, frequency, AOV, product category, engagement, and whether they buy online, in store or both
• Connect store and online customers, so someone measured in a store gets a reason to reorder online
• Study customer journeys to find where people drop off, and recover that revenue
• Keep testing messaging, offers, creatives, audiences, timing and automations, and keep track of what worked
• Own the numbers: Repeat Purchase Rate, LTV, Returning Customer Revenue, WhatsApp and Email Revenue, and Recovery Rates
• Work with Performance Marketing, Creative, E-commerce, Stores and Data to drive revenue we wouldn't otherwise get

What you bring to the table

• 2–5 years in Retention, CRM, Lifecycle or D2C Marketing
• Hands-on experience running WhatsApp and email at a D2C or e-commerce brand
• Experience building automated journeys, not just sending broadcasts
• A good understanding of Shopify (or a similar platform) and how e-commerce customers move from first visit to repeat order
• Familiarity with Bite Speed, Go Kwik, Klaviyo, Web Engage, AiSensy, Net core or similar tools
• Comfort pulling and reading your own numbers in Excel. Google Analytics or Tableau is a plus
• A feel for copy, offers and why people buy
• You care more about revenue and LTV than about open rates
• Passion for the fashion and apparel space