Associate Director - Growth & Retention

About Us:

The Sleep Company is redefining comfort with innovation. As one of India’s fastest-growing D2C brands, we blend science and sleep to deliver award-winning products loved by thousands. We're now scaling tech to match our growth and that's where you come in.

Customer Retention (Multi-Channel) :

- Design and execute comprehensive retention strategies across email marketing, SMS, WhatsApp and customer success touchpoints

- Develop and manage customer lifecycle campaigns to increase repeat purchases and customer lifetime value

- Create and optimize loyalty programs and customer engagement initiatives

- Implement win-back campaigns for dormant customers and churn prevention strategies

- Coordinate with customer success teams to create seamless retention experiences

- A/B test retention messaging, timing, and channel mix for optimal engagement

Lead Generation & Optimization :

- Analyze website user behavior to identify and optimize key lead generation touchpoints

- Implement comprehensive data collection strategies across all customer interactions

- Design and deploy lead magnets, content offers, and value exchanges throughout the customer journey

- Optimize website conversion points including forms, pop-ups, exit-intent captures, and progressive profiling

- Create systematic approaches to capture visitor information at various engagement levels

- Develop referral programs and advocacy initiatives to generate organic leads

- Implement behavioral triggers and smart data collection based on user actions

Leads to Store Visit Conversion :

- Develop sophisticated customer segmentation and cohort analysis to identify high-potential store visit candidates

- Create targeted campaigns that drive qualified online leads to physical store locations

- Design personalized customer journeys that bridge digital engagement with in-store experiences

- Implement location-based messaging and inventory-driven store visit campaigns

- Develop appointment booking and consultation request systems

- Create incentive structures and promotional strategies to encourage store visits

- Track and optimize online-to-offline conversion funnels

Data Strategy & Analytics :

- Build comprehensive customer data collection and management systems

- Develop advanced segmentation models based on behavior, preferences, and purchase patterns

- Create cohort analysis frameworks to understand customer lifecycle patterns

- Implement predictive modeling to identify customers most likely to visit stores or make repeat purchases

- Design attribution systems to track multi-touchpoint customer journeys

- Generate actionable insights from customer data to inform strategy decisions

- Maintain data hygiene and ensure compliance with privacy regulations

Required Qualifications :

- Bachelor's degree in Marketing, Data Science, Business, or related field

- 5+ years of experience in growth marketing, CRM, or customer lifecycle management

- Strong experience with customer segmentation and cohort analysis

- Proficiency in analytics tools (Google Analytics, Mixpanel, Amplitude, etc.)

- Experience with CRM systems and customer data platforms (CDP)

- Knowledge of website optimization and conversion rate optimization (CRO)

Preferred Qualifications :

- Experience in retail or e-commerce, preferably furniture/mattress industry

- Knowledge of omnichannel customer journey mapping

- Experience with loyalty program management

- Familiarity with customer success and retention best practices

- Experience with A/B testing and statistical analysis

Key Skills :

- Data-driven decision making and analytical thinking

- Customer-centric mindset with deep understanding of user behavior

- Strong project management and cross-functional collaboration

- Excellent communication skills for presenting insights and recommendations

- Creative problem-solving for customer engagement challenges

- Detail-oriented approach to data collection and campaign execution

- Understanding of sleep industry customer purchase patterns and decision-making process

Success Metrics :

- Customer retention rate improvements across all cohorts

- Increase in lead capture rates from existing website traffic

- Growth in customer lifetime value (CLV)

- Improvement in online-to-store visit conversion rates

- Enhanced customer data collection and profile completeness

- Increase in repeat purchase rates and purchase frequency

- Reduction in customer acquisition cost through referral and retention programs