Retention Marketing Manager

Role summary
Own everything that happens after a customer's journey starts with Ultimutt. Your job is to bring pet parents back for their next session, convert them into members, and win back those who have lapsed. You will own the lifecycle calendar, CLM journeys, download to conversion and the repeat-revenue number.
What you will do:
Design and run lifecycle journeys: post-grooming feedback, next-grooming reminders, membership upsell, renewal and win-back.
Run campaigns across WhatsApp, SMS, email and app push using CRM tool - CleverTap.
Segment customers by pet type, breed, grooming frequency, city and value, and personalise communication accordingly.
Build and track cohort retention, repeat rate and membership conversion; run A/B tests on offers, timing and messaging.
Partner with Sales to hand over warm leads (lapsed users, membership prospects) and with Product on the repeat-user journey in the app.
Launch referral and loyalty programs that turn happy customers into our cheapest acquisition channel.
What we are looking for
3–6 years in retention, CRM or lifecycle marketing at a consumer company, ideally D2C, home services or subscriptions.
Hands-on experience with at least one CRM/engagement platform and WhatsApp Business campaigns.
Great with tools like Clevertap
Strong with data: comfortable with cohorts, funnels and Excel/Google Sheets
Sharp copywriter in English and Hindi for short-form messages.
Good to have
Experience with membership or subscription products.
Pet parent yourself, or genuine love for animals.
How success is measured
Repeat booking rate (60/90-day)
Membership conversion and renewal rate
Win-back rate of lapsed customers
Revenue from CRM-driven bookings
Download to Conversion

Work arrangement
No