Associate Director - Loyalty & Retention

We are Licious and we are a Bengaluru based meat and seafood company founded in 2015 by Abhay Hanjura and Vivek Gupta, our founders, foodies and friends. We pride ourselves on being India’s most successful D2C food-tech brand operating in 14 cities across the country delighting over 5 million customers with our de-licious fresh meat and seafood!
Think you have what it takes to be the magic ingredient in the recipe that is Licious? Read on…
We are looking for a leader to own and scale the customer loyalty & retention charter. This is a high-impact role focused on driving repeat behaviour, increasing platform stickiness and growing customer lifetime value. The role extends well beyond traditional CRM and encompasses deep insighting, lifecycle marketing, loyalty, reactivation, cross-sell, promotions and customer growth.
What makes the role meaty?
Own the end-to-end retention strategy with accountability for repeat rates, frequency, retention, and customer value growth
Design and execute lifecycle and customer journey-based campaigns to drive engagement and loyalty
Lead dormant customer reactivation initiatives and drive platform stickiness through personalized experiences and cross-sell programs
Own and evolve the Licious Infinity loyalty program in close partnership with Product and other cross-functional teams
Build segmentation, CRM, and promotions frameworks to deliver personalized experiences while maintaining strong business economics
Drive experimentation and leverage data-driven insights to continuously improve engagement, frequency, and customer lifetime value
Define and track key retention metrics and drive initiatives that significantly move customer growth
We hope that you have...
8-12+ years of experience across retention, CRM, lifecycle marketing, loyalty, or customer growth, with a strong customer-first mindset
A proven track record of driving improvements in repeat rates, reactivation, frequency and customer lifetime value
Strong expertise in CRM platforms, customer segmentation, promotions, and lifecycle marketing
A highly analytical and data-driven approach, with the ability to translate customer insights into impactful actions
Experience in building and scaling loyalty programs and driving customer engagement at scale
The ability to combine strategic thinking with strong execution excellence
Experience working in high-frequency consumer businesses such as e-commerce, D2C, quick commerce, food delivery, travel, fintech, or subscription-led platforms
Experience in building, mentoring, and leading high-performing retention teams while collaborating seamlessly with Product, Analytics, Marketing and Category teams

Work arrangement
No