Senior Customer Retention & Lifecycle Lead

Foodmax; Singapore; On-site; SGD 85,000 - 120,000; Full time

Job summary

Foodmax seeks a seasoned Customer Lifecycle & Retention Manager to own the lifecycle strategy for a B2B fresh food platform. You will segment customers, build retention forecasts, and lead win-back campaigns to boost order frequency and loyalty.

Collaborating with Product, Sales, Supply Chain and Fulfillment, you will drive data-driven decisions using cohort and A/B analyses, SOPs for each stage, and proactive interventions to reduce churn.

Qualifications

• 3–5+ years of experience in customer operations, growth, CRM, membership, or lifecycle marketing.
• Background in B2B, e-commerce, O2O/local services, SaaS, or food supply chain preferred.
• Strong grasp of RFM, lifecycle segmentation, retention curves, cohort analysis, and AARRR frameworks.
• Proven track record of driving measurable results; experience building a retention/frequency/win-back system from 0 to 1 is a strong plus.
• Proficient in SQL and Excel, able to independently pull data and run cohort/funnel/A/B analysis.
• Python or BI tool experience is a plus.
• Results-oriented with a closed-loop mindset: let data and ROI drive decisions and own metrics outcomes.

Responsibilities

• Define a customer lifecycle segmentation model (New — Growing — Mature — Declining — Churned — Reactivated), design operational SOPs and intervention actions for each stage, and continuously iterate.
• Own retention from first-order onward and ongoing churn prevention for existing customers
• Build retention forecasting and early-warning models based on first-order structure, ordering behavior, and complaint/fulfillment signals, enabling proactive intervention before churn
• Increase store ordering frequency (weekly order-days, monthly active rate) through recurring/favorites lists, reorder reminders, fulfillment experience optimization, and coupons/benefits
• Build a closed-loop system from churn early-warning signals to segmented win-back campaigns
• Lead the design of new-customer coupon packs, frequency-boosting coupons, and win-back coupons; validate through A/B testing and measure by ROI
• Define and monitor core lifecycle metrics (retention rate, repurchase frequency, active rate, win-back rate, average order value/active-day value)
• Independently pull data and use cohort, funnel, and A/B analysis to diagnose issues and quantify impact
• Work closely with Product, Sales, Supply Chain, and Fulfillment to drive product and process improvements

Skills

SQL

Excel

Cohort analysis

A/B testing

Python

Tools

BI tools

Job description

Foodmax seeks a seasoned Customer Lifecycle & Retention Manager to own the lifecycle strategy for a B2B fresh food platform. You will segment customers, build retention forecasts, and lead win-back campaigns to boost order frequency and loyalty.

Collaborating with Product, Sales, Supply Chain and Fulfillment, you will drive data-driven decisions using cohort and A/B analyses, SOPs for each stage, and proactive interventions to reduce churn.