Retention Marketing Executive at BabyOrgano

About this role

### About the Role
We are looking for a data-driven and customer-focused Retention Marketing Executive to drive customer engagement, repeat purchases, and long-term customer value. The ideal candidate should have an understanding of CRM, customer lifecycle marketing, WhatsApp, Email, SMS, offers, segmentation, and campaign analytics . You will be responsible for executing retention campaigns and identifying opportunities to improve repeat purchases and customer engagement.

Key Responsibilities

Customer Retention & Engagement

- Plan and execute campaigns to increase repeat purchases, customer engagement, and customer lifetime value .
- Develop customer communication strategies based on different stages of the customer lifecycle.
- Identify opportunities to re-engage inactive, dormant, and lapsed customers.
- Execute campaigns for new customers, repeat customers, high-value customers, and inactive customers.
- Support initiatives aimed at improving customer loyalty and retention.

CRM Campaign Management

- Create and execute campaigns through WhatsApp, Email, SMS, Push Notifications, and other CRM channels .
- Plan campaigns around product launches, offers, promotions, festivals, and customer engagement initiatives.
- Manage campaign calendars and ensure timely execution of all communications.
- Coordinate with Creative, Content, E-commerce, and Marketing teams for campaign requirements.
- Ensure all customer communication is aligned with brand tone and guidelines.

Customer Segmentation

- Segment customers based on purchase behavior, frequency, recency, order value, product preferences, and engagement.
- Develop targeted campaigns for different customer segments.
- Identify customers at risk of becoming inactive and execute appropriate re-engagement campaigns.
- Analyze customer behavior to identify opportunities for cross-selling and upselling.

Campaign Performance & Analytics

- Monitor campaign performance including open rate, click-through rate, conversion rate, repeat purchase rate, revenue, customer retention, and ROI .
- Track campaign-wise performance and identify areas for improvement.
- Conduct A/B testing of campaign messaging, offers, subject lines, creatives, and communication timings.
- Prepare regular campaign performance reports and share key insights with the team.
- Use customer data to identify trends and improve future campaigns.

Loyalty & Repeat Purchase Initiatives

- Support initiatives designed to increase customer loyalty and repeat purchases.
- Develop ideas for customer offers, personalized communication, and reactivation campaigns.
- Identify cross-sell and upsell opportunities based on customer purchase history.
- Work closely with the Customer Support and E-commerce teams to understand customer behavior and feedback.

Coordination & Execution

- Coordinate with internal teams to ensure smooth execution of retention campaigns.
- Maintain campaign trackers, customer segments, communication calendars, and performance reports.
- Ensure campaigns are executed within defined timelines and budgets.
- Stay updated with CRM, retention marketing, D2C, and customer engagement trends.

Requirements

- 1–3 years of experience in Retention Marketing, CRM Marketing, Digital Marketing, E-commerce Marketing, or a related field .
- Understanding of customer lifecycle and retention marketing concepts.
- Hands-on experience with WhatsApp, Email, SMS, Push Notifications, or CRM platforms .
- Good understanding of customer segmentation and campaign management.
- Strong analytical and problem-solving skills.
- Good knowledge of Excel/Google Sheets and campaign reporting.
- Strong communication and coordination skills.
- Experience in a D2C/e-commerce environment will be an added advantage.

What We’re Looking For

- A customer-centric and data-driven professional.
- Strong attention to detail and campaign execution skills.
- Someone who understands customer behavior and can turn insights into actionable campaigns.
- Creative thinker who can develop engaging customer communication.
- Comfortable working in a fast-paced D2C/e-commerce environment.
- Someone who is proactive, organized, and takes ownership of campaign performance.