Retention Marketing Full Time NEW

Location: Mumbai

Website: www.tripjack.com

We are hiring a Retention Specialist who will drive customer retention and engagement across all digital platforms.

Role Overview

Own and execute TripJack’s retention, lifecycle, and engagement strategy to increase repeat transactions, customer lifetime value, and platform usage.

Key Responsibilities

Retention Strategy & Execution

• Define, execute, and optimize retention marketing strategies to increase repeat bookings and customer lifetime value (CLV).
• Manage end-to-end multi-channel retention campaigns across Email, Push, WhatsApp, SMS, RCS, In-App, and more, with a strong focus on personalization and automation.
• Build automated workflows and customer journeys to nurture new and existing users.
• Implement cross-sell and up-sell programs to drive revenue growth.

Segmentation, Personalization & Data Insights

• Develop advanced segmentation and recommendation logic to deliver the right message at the right time.
• Analyze customer behavior to identify churn triggers, repeat purchase drivers, and win-back opportunities.
• Use funnels and cohorts to identify drop-offs and opportunities for improvement.
• Track key retention KPIs: active users, repeat bookings, loyalty metrics, campaign effectiveness, and uplift.

Campaign Operations & Optimization

• Fully own campaign execution and reporting using CleverTap.
• Design and execute A/B tests across content, channel, and frequency.
• Ensure timely approvals for Email/WhatsApp/SMS/RCS templates.
• Partner with business, sales, support, and product teams to implement effective engagement interventions.
• Plan and execute activations that drive traffic, logins, and bookings on TripJack.
• Management reporting (weekly/monthly) on retention and engagement metrics.
• Dashboard creation in CleverTap with critical campaign and business-level metrics.
• Continuously identify that no critical events are missed from CleverTap implementation.
• Ensure that CleverTap events are being fired correctly 100% of the time.
• Continuously monitor DAU/MAU and keep costs in check.
• Identify patterns in data and take necessary actions accordingly.
• Proactively include CleverTap events for any future product features that get created.

Cross-functional Collaboration

• Work with business teams to define CleverTap event architecture that improves repeat agent visits and GMV.
• Partner with internal teams to reactivate dormant customers and boost repeat engagement.

Ideal Candidate Profile

Experience: 3–5 years in Retention, CRM, or Lifecycle Marketing, preferably in digital-first, travel, e-commerce, or retail companies.

Education: Graduate/Postgraduate (Engineering/Science preferred).

Technical Skills

• Hands-on expertise with CleverTap
• Strong analytical skills with tools such as Google Analytics, Google Sheets.
• Knowledge of personalization engines, segmentation, and A/B testing.
• Curiosity for technology and automation; ability to think in workflows and simple scripts.
• Strong ability to interpret data and derive actionable insights.

Soft Skills

• Excellent written and verbal communication.
• Problem-solving mindset with strong critical reasoning.
• Project management and stakeholder collaboration skills.
• Passion for customer experience and data-driven experimentation.
• Proven ability to drive measurable impact in retention or reactivation marketing.

Why Join TripJack?

• Work in a fast-paced, innovative environment where your campaigns directly impact customer growth.
• Own high-impact programs that increase repeat transactions and reactivate dormant customers.
• Enjoy autonomy to experiment, build, and improve customer journeys.
• Collaborate with cross-functional teams to shape the future of customer engagement.
• Gain hands-on experience with cutting-edge engagement and analytics tools.
• One of the fastest-growing B2B travel brands.

If you thrive on experimentation, ownership, and collaboration, we’d love to have you at TripJack!