Senior Manager – Customer Retention
This is an open vacancy with one of our clients.
- Experience
- 8–12 years
- Where
- Surat, Coimbatore, Remote India
- Salary
- ₹16,00,000–₹32,00,000 per year
- Work mode
- Hybrid
- Employment type
- Full-time
- Qualifications
- MBA/PGDM
To apply you need a CV on file.
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About the role
One of our prestigious clients is hiring a Senior Manager – Customer Retention to reduce churn and keep more customers buying again. The role sets retention strategy using lifecycle analytics, looking beyond messaging to the real reasons customers stay or drift away. Fixing those reasons often matters more than any campaign.
What you'll do
- Analyse churn and repeat behaviour by cohort to locate where customers drop off.
- Drive retention initiatives across lifecycle stages, from first order to reactivation.
- Work with product, service and operations teams on experience issues that drive churn.
- Define retention KPIs and build reporting that leadership reviews regularly.
- Prioritise retention investments based on customer value and expected return.
- Strengthen the analytical and planning capability of the retention team.
What you'll bring
- 8–12 years of experience in customer retention, lifecycle marketing or customer analytics.
- An MBA/PGDM, used to frame customer economics clearly for decision-makers.
- Strong analytical skills, especially cohort and customer value analysis.
- Experience steering cross-functional initiatives alongside senior stakeholders from other teams.
- Sound judgement in balancing retention cost against customer value.
Good to have
- Exposure to win-back and reactivation programmes for lapsed customers.
- Familiarity with customer feedback and satisfaction measures such as NPS.
- Prior experience in e-commerce or consumer businesses with repeat purchase.