Customer Loyalty & Engagement Lead

Industry: Staffing and Recruiting

Seniority level: Mid-Senior level

Min Experience: 3 years

Location: Remote (India)

JobType: full-time

We are looking for a proactive and data-driven Customer Loyalty & Engagement Lead to drive repeat revenue, foster long-term customer relationships, and enhance engagement through lifecycle marketing initiatives. In this role, you will design, implement, and optimize customer journeys that turn first-time buyers into loyal brand advocates, leveraging CRM systems, automation, and personalized communication across multiple channels.

Develop and execute strategies to increase repeat purchases, customer lifetime value, and overall engagement.

Design loyalty, membership, win-back, milestone, and VIP campaigns to strengthen customer retention.

Own cross-channel retention programs across email, SMS, WhatsApp, and push notifications, ensuring seamless customer experiences.

Lead end-to-end CRM campaign execution including audience segmentation, content creation, testing, and performance optimization.

Maintain brand consistency in messaging, tone, and creative assets across all communication channels.

Implement automation workflows to enhance personalization, targeting, and campaign efficiency.

Track key retention metrics such as cohort performance, repeat purchase rates, SKU retention, and funnel conversion rates.

Use data-driven insights to refine retention strategies, optimize campaigns, and reduce customer churn.

Perform A/B testing on subject lines, content formats, and flows to improve engagement and conversion outcomes.

Expand CRM audiences while driving measurable retention revenue outcomes.

Collaborate with marketing, product, and sales teams to identify opportunities for upsell, cross-sell, and reactivation campaigns.

Monitor and report on performance against retention goals and provide actionable recommendations for continuous improvement.

3–5 years of experience in CRM, lifecycle marketing, retention strategy, or similar roles, ideally in D2C, eCommerce, or subscription businesses.

Hands-on expertise with CRM tools like Klaviyo, HubSpot, or equivalent, including automation and campaign orchestration.

Strong analytical and data interpretation skills with experience in segmentation, cohort analysis, and funnel optimization.

Ability to design compelling campaigns combining strategic insight with creative storytelling.

Excellent project management skills and experience in coordinating multi-channel campaigns.

Exposure to skincare, beauty, wellness, or lifestyle brands.

Familiarity with AI-driven personalization and retention tools.

Customer Retention · Lifecycle Marketing · Loyalty Programs · Retention Strategy · CRM Campaign Management · Cohort Analysis · Email & SMS Marketing · Customer Engagement