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Customer Lifecycle & Retention Executive

Partner company
Pune (onsite)2–5 years3 days ago

About the role

Roles & Responsibilities

  1. Map and manage the full lifecycle: Discovery to First Purchase to Usage to Repeat to Advocacy

  2. Design lifecycle interventions to improve: Repeat purchase rate, Time to next purchase, Customer lifetime value (CLV)

  3. Support CSAT & NPS measurement framework (omnichannel- store, online, post- delivery, post-service)

  4. Track detractors, passives, promoters and drive structured closure

  5. Lead “You said, we did” loop internally and externally

  6. Identify recurring pain points across product, store, delivery, service

  7. Convert insights into: Process changes, Training inputs, Product & communication improvements

  8. Publish a monthly Customer Love and Obsession Dashboard for leadership

  9. Retail teams (EBO experience gaps) Product (fit, comfort, durability feedback)

  10. Marketing (messaging clarity, trust building)

  11. Operations (delivery, service timelines)

Ideal Candidate

1Strong Customer Lifecycle & Retention Profile with CSAT/NPS and customer-insights depth in a B2C/retail setup

2Mandatory (Experience 1): Must have hands-on experience owning the customer lifecycle end to end (discovery, first purchase, usage, repeat, advocacy) and designing interventions to lift repeat purchase rate, time to next purchase, and customer lifetime value (CLV)

3Mandatory (Experience 2): Must have run or supported a CSAT and NPS measurement framework across channels (store, online, post-delivery, post-service), tracked detractors/passives/promoters, and driven structured closure

4Mandatory (Experience 3): Must have converted Voice of Customer insights into concrete fixes (process changes, training inputs, product and communication improvements), including running a “You said, we did” loop

5Mandatory (Skill 1): Must have strong customer insights and data analytics ability, root cause analysis, and experience publishing leadership-facing dashboards or reports

6Mandatory (Skill 2): Must have hands-on experience with marketing automation and CRM/engagement platforms (Bik/Freshsales/WebEngage/CleverTap/Gupshup/Bitespeed or similar), including campaign optimisation

7Mandatory (Skill 3): Must have strong cross-functional collaboration across retail, product, marketing and operations, and vendor management experience

8Mandatory (Note): Must be willing to work from the office in NIBM, Pune and complete a candidate assignment

9Preferred (Industry): B2C retail, D2C, or consumer brand background with EBO/omnichannel exposure

Skills

Marketing Automation Vendor Management Customer Insights Data Analytics Root Cause Analysis Campaign Optimisation Bik Freshsales Web Engage Clever Tap Gupshup Bitespeed CRM

What happens next

A recruiter reviews your application and contacts you about next steps. You can follow application updates in your candidate portal.