Senior Executive - Growth Marketing & Retention (Customer Life cycle Management)

Location: Powai, Mumbai

Working days: 5 days WFO

About the Role

We're looking for a sharp, data-driven Retention Marketing Manager to own and grow our customer lifecycle program. This role sits at the intersection of growth, data, and customer experience - you'll be responsible for keeping customers engaged, driving medicine substitution, and improving retention metrics across every stage of the post-acquisition funnel.

You'll work closely with Product, Tech, Creative, Support, and Logistics teams to build journeys that are relevant, timely, and effective.

What You'll Own

Customer Lifecycle & Retention

• Own end-to-end lifecycle marketing across acquisition, onboarding, engagement, and reactivation cohorts
• Define and track funnel-stage metrics for acquired users; set and deliver Monthly and Quarterly retention goals
• Run NPS surveys in partnership with research partners (e.g., Nielsen) to close the feedback loop

Campaign Execution

• Plan and execute multi-channel campaigns across Push, SMS, Email, WhatsApp, In-app, and Web
• Build and manage automated journey-based campaigns with the right messaging, timing, and frequency
• Develop weekly and monthly marketing plans and manage associated budgets

Segmentation & Personalization

• Identify user personas and build meaningful cohorts using tools like Mixpanel and Metabase
• Create targeted CRM strategies with custom, contextually relevant communications for each segment
• Source and activate third-party data for new customer acquisition

Analytics & Insights

• Run daily, weekly, and monthly campaign analysis; surface learnings and translate them into actionable growth strategies
• Dig deep into customer data to understand drop-off points, optimal conversion windows, and channel performance

Cross-functional Collaboration

• Partner with the Creative team to design high-performing Email and WhatsApp templates
• Work with Product and Tech to improve in-app user journeys and Martech integrations
• Collaborate with Customer Support and Logistics to identify and fix experience gaps that impact retention

What We're Looking For

• Proven experience in CRM, lifecycle marketing, or retention roles — ideally in a D2C or e-commerce environment
• Hands-on with Martech platforms such as CleverTap, MoEngage, or similar
• Strong analytical mindset; comfortable working with tools like Mixpanel and Metabase
• Proficient in SQL — able to independently query and explore data to drive insights without relying on a data team
• Experience building and optimizing automated journeys across multiple channels
• Ability to work cross-functionally and influence without authority
• Comfortable owning goals end-to-end — from strategy to execution to reporting

Qualifications:

• Graduate or Postgraduate.

• 1–2 years of experience creating mobile/web application journeys and campaigns on tools like MoEngage and CleverTap.

• In-depth knowledge and hands-on experience of digital analytics and consumer behaviour.

• Excellent copywriting skills.

• Strong problem-solving and analytical skills.

• High degree of ownership from planning to execution.

• Hands-on experience with Mixpanel, Metabase and basic SQL queries.

• Knowledge of E-Pharma or E-Commerce is a plus.

• Experience in a high-growth startup.

• Understanding of measurement tools like Appsflyer and Google Analytics is a plus.