Retention Specialist (Marketing)

Bombay Shirt Company; Mumbai City; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Bombay Shirt Company is hiring a Retention Specialist to drive revenue through retention, CRM, and lifecycle marketing. Based in Lower Parel, Mumbai, you will own the customer lifecycle—from Welcome to Win-Back—across online and offline channels.

You’ll run WhatsApp and email campaigns for new fabric drops, collections and sales, and build automated journeys for engaged, returning customers, with a strong emphasis on LTV and repeat purchases.

Qualifications

• 2–5 years in Retention, CRM or Lifecycle marketing (D2C preferred).
• Hands-on experience running WhatsApp and email campaigns at a D2C brand.
• Experience building automated journeys, not just broadcasts.
• Solid grasp of Shopify or similar e-commerce platforms and journey mapping.

Responsibilities

• Own retention across Bombay Shirt Company's customer base focusing on repeat purchases and LTV.
• Plan and run WhatsApp and email campaigns for new drops, collections and sales, including key seasonal moments.
• Build automated journeys: Welcome, Abandoned Cart, Post-Purchase, Cross-Sell and Win-Back.
• Segment customers by recency, frequency, AOV, channel and store vs online buys.
• Analyze customer journeys to recover revenue and improve retention metrics.
• Collaborate with Marketing, Creative, E-commerce, Stores and Data teams to maximize revenue.

Skills

Retention marketing

CRM

Lifecycle marketing

Tools

BiteSpeed

GoKwik

Klaviyo

WebEngage

AiSensy

Netcore

Shopify

Job description

Position: Retention Specialist (Marketing)

Experience: 2 to 5 years in retention, CRM or lifecycle marketing, preferably at a D2C brand

Location: Lower Parel, Mumbai

What you'll be doing

• 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 to 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 BiteSpeed, GoKwik, Klaviyo, WebEngage, AiSensy, Netcore 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