Customer Loyality Manager

Paytm

Noida, Uttar Pradesh, IndiaPosted 4 months ago

Skill Required

EnablingEmail MarketingStatisticsSalesforceanalyticalPower BITableaufintechTestNGdesignCloudSQL

Key highlights

8+ years of experience required
Experience in Travel, E-commerce, Fintech, Consumer Internet, or Digital Platforms preferred

Role overview

We are looking for an experienced Customer Retention & Loyalty Manager to drive customer engagement, repeat transactions, and long-term customer value. The ideal candidate will own retention strategy, loyalty programs, CRM campaigns, and lifecycle marketing initiatives to improve customer stickiness and maximize Customer Lifetime Value (LTV).

Responsibilities

Define and execute customer retention and loyalty strategies across customer lifecycle stages.
Design and manage loyalty programs, membership offerings, rewards, cashback, and engagement initiatives.
Drive repeat transactions and improve customer retention metrics through targeted CRM campaigns.
Develop customer segmentation and personalization strategies using behavioral and transactional data.
Own lifecycle communication across Push, Email, SMS, WhatsApp, and in-app channels.
Monitor and optimize key metrics such as Retention Rate, Churn Rate, Repeat Purchase Rate, Engagement Rate, and LTV.
Conduct cohort analysis and identify opportunities to improve customer stickiness.
Partner with Product, Growth, Marketing, Analytics, and Business teams to launch retention initiatives.
Drive A/B testing and experimentation to improve campaign performance and customer engagement.
Build dashboards and reporting mechanisms to track loyalty and retention performance.
Manage CRM and marketing automation platforms for campaign execution and optimization.

Requirements

8+ years of experience in Customer Retention, Loyalty, CRM, Lifecycle Marketing, or Customer Engagement.
Proven track record of improving retention, repeat transactions, and customer lifetime value.
Hands-on experience with CRM tools such as Clevertap, WebEngage, MoEngage, Braze, or Salesforce Marketing Cloud.
Strong analytical skills with experience in SQL, Excel, Tableau, Power BI, or similar tools.
Experience in customer segmentation, personalization, and campaign optimization.
Ability to work cross-functionally and influence multiple stakeholders.
Strong problem-solving and data-driven decision-making skills.