Associate Manager - Retention Marketing

Job description

**Role Overview :** As an Associate Manager – CLM, you will be responsible for designing and executing customer lifecycle strategies at a brand and category level, with a focus on acquisition, retention, loyalty, and conversion. You will drive customer engagement and business growth across both Luxe and non-Luxe brands. This role requires strong analytical skills, cross-functional collaboration, and the ability to translate customer insights into measurable outcomes. **Key Responsibilities :** **CLM Strategy & Execution** - Design and implement brand/category-level CLM plans leveraging Sampling, GWP (Gift with Purchase), and Try & Buy initiatives to boost acquisition, retention, and loyalty. - Develop and scale end-to-end Sampling SOPs ensuring streamlined distribution, tracking, and conversion for both Luxe and non-Luxe brands. - Partner with brand teams to build customer journeys across touchpoints, ensuring a personalized and consistent experience. - Identify and activate growth levers using customer segmentation, cohort analysis, and lifecycle triggers. **Reporting & Analysis** - Measure and optimise sampling performance to improve conversion rates, repeat purchases, and CLTV (Customer Lifetime Value). - Drive actionable insights using sampling conversion data, cohorting, and retargeting intelligence. - Track and report on campaign ROI, highlighting opportunities for better targeting and scaling. - Contribute to driving Marketing Income by showcasing the value of CLM-led programs to partner brands. **Stakeholder Management** - Work closely with Brand Managers, Key Account Managers, Marketing, Analytics, Site & Product teams to align CLM initiatives with overall business priorities. - Act as a key liaison between internal stakeholders and external brand partners to co-create impactful CLM strategies. - Ensure timely execution and monitoring of all CLM initiatives by coordinating across functions. **Process Excellence & Innovation** - Continuously improve processes around sampling and customer lifecycle campaigns to ensure efficiency and scalability. - Stay updated with industry best practices in lifecycle marketing, customer engagement, and loyalty management. - Experiment with new models of customer engagement (e.g., gamified experiences, targeted loyalty mechanics) to drive innovation **Qualification, Experience & Skills Required :** - 5–8 years of experience in Customer Lifecycle Management, CRM, Retention Marketing, or Brand Marketing. - Strong knowledge of sampling mechanics, loyalty programs, and acquisition funnels. - Analytical mindset with proficiency in Excel/SQL/Tableau/Google Analytics or similar tools. - Ability to work with large datasets and derive actionable insights. - Excellent stakeholder management, project management, and communication skills. - Exposure to e-commerce, retail, or beauty/fashion industries preferred.