Retention Marketing Manager

Key Responsibilities Retention Campaign Management Own end-to-end execution of retention campaigns across channels including WhatsApp, SMS, Push Notifications, RCS, Email, IVR, In-App Messaging, Web Push, and other customer engagement channels. Manage customer lifecycle journeys across onboarding, activation, engagement, retention, renewal, cross-sell, upsell, and reactivation stages. Ensure timely and error-free campaign launches while adhering to defined processes and SLAs.

Review campaign setups, audience targeting, personalization logic, and journey configurations before deployment. Monitor campaign performance and recommend optimizations to improve engagement and conversion metrics. Journey Optimization & Funnel Analysis Analyze customer journeys and lifecycle funnels to identify drop-offs, conversion bottlenecks, and opportunities for improvement.

Derive actionable insights from campaign performance, customer behavior, and engagement trends. Partner with cross-functional teams to implement journey enhancements and improve customer experience. Continuously evaluate channel performance, messaging effectiveness, targeting strategies, and journey outcomes.

Team Management & Capability Building Manage and mentor Senior Executives and Executives within the Retention Marketing team. Plan and allocate work across team members to ensure timely delivery of business requirements. Conduct regular training sessions on campaign execution, platform capabilities, lifecycle marketing best practices, and retention frameworks.

Ensure adherence to operational processes, quality standards, and governance practices. Provide ongoing coaching and performance feedback to support team development and growth. Analytics & Reporting Collaborate with Analytics teams to build and enhance campaign performance dashboards and reporting frameworks Define measurement methodologies and reporting requirements for retention initiatives Track and monitor key campaign and funnel metrics to identify trends and improvement opportunities Present performance insights, recommendations, and learnings to stakeholders and leadership teams Experimentation & Optimization Design and execute A/B tests across content, channels, audience segments, timing, and journey logic Evaluate test results and implement successful learnings at scale Drive a culture of data-driven decision-making and continuous optimization within the retention function Stakeholder Management Work closely with Product, Analytics, Growth, Risk, Content, Design, Operations, and Technology teams to deliver retention initiatives Translate business requirements into actionable campaign and journey plans Manage dependencies and proactively resolve execution challenges to ensure smooth delivery Process Excellence Establish and maintain campaign execution SOPs, QA frameworks, and operational best practices Identify opportunities to automate recurring processes and improve team efficiency Create and maintain documentation, playbooks, and knowledge repositories for the retention team