Manager – Customer Retention & Loyalty (CRM & Lifecycle)

About the job

About the Role We are looking for a Customer Retention & Loyalty Manager to own and strengthen the post-acquisition journey of our clients across clinics, CRM touchpoints, loyalty programs, referrals, and community engagement initiatives. This role requires strong lifecycle thinking, CRM-led execution, and measurable retention ownership in a service-led, premium consumer environment. Key Responsibilities • Own the existing customer lifecycle from first visit to repeat, loyalty, and reactivation • Design and execute retention playbooks for new, active, high-value, and dormant clients • Plan and manage CRM-based engagement journeys across WhatsApp, SMS, Email / RCS • Track retention campaigns till revisit / conversion, not just engagement • Own and enhance the loyalty and referral programs • Collaborate with clinic and operations teams for on-ground execution • Support client engagement events and community initiatives • Track and report retention KPIs (revisit rate, reactivation, loyalty participation) Ideal Candidate Profile • 4–10 years of experience in Customer Retention / CRM / Lifecycle / Loyalty roles • Hands-on experience managing CRM tools and customer journeys • Experience working in service-led or multi-location businesses • Strong understanding of customer cohorts, segmentation, and retention metrics • Background in wellness, healthcare, beauty, hospitality, or premium services preferred Why Join Us • High-ownership role with visible business impact • Opportunity to build structured retention programs at scale

Requirements

• Customer Retention
• CRM
• retention metrics
• loyalty programs
• client engagement

Preferred Technologies

• Customer Retention
• CRM
• retention metrics
• loyalty programs
• client engagement

Benefits

• High-ownership role with visible business impact
• Opportunity to build structured retention programs at scale