Role Overview

We are seeking a strategic and commercially driven Retention Lead to lead customer retention, drive repeat business, and maximize revenue growth. This role requires a strong business mindset with ownership of Profit & Loss (P&L). The incumbent will act as a Growth Head, focusing on customer lifetime value, loyalty strategies, and sustainable business expansion.

Key Responsibilities

• Customer Retention & Repeat Business
• Develop and execute retention strategies to enhance customer loyalty and reduce churn.
• Drive repeat business through personalized engagement, loyalty programs, and lifecycle marketing.
• Monitor and improve customer lifetime value (CLV) and retention metrics.
• Design initiatives to enhance customer satisfaction and long-term relationships.
• Revenue Growth & Business Expansion
• Identify opportunities for upselling, cross-selling, and revenue maximization.
• Coordination with Operations to ensure customer delight and better retention.
• Lead initiatives that contribute to sustainable and scalable business expansion.
• Act as a Growth Head to unlock new revenue streams and market opportunities.
• P&L Management
• Own and manage the P&L for retention and customer growth initiatives.
• Ensure profitability by optimizing costs and maximizing returns on investments.
• Analyze financial performance and implement data-driven strategies to improve margins.
• Forecast revenue, budgets, and profitability targets.
• Strategic Leadership
• Define and execute the customer growth and retention roadmap aligned with business goals.
• Build and lead high-performing teams across retention, CRM, and customer success.
• Drive a customer-centric culture across the organization.
• Partner with leadership to influence strategic decision-making.
• Data, Analytics & Technology
• Leverage CRM tools, automation, and analytics to enhance customer engagement.
• Track and report key metrics such as retention rate, churn rate, repeat purchase rate, and ROI.
• Utilize data insights to inform strategic initiatives and optimize performance.

Key Performance Indicators (KPIs)

• Customer Retention Rate
• Repeat Business & Revenue Growth
• Customer Lifetime Value (CLV)
• Churn Reduction
• Net Revenue Retention (NRR)
• Profitability and P&L Performance
• Upsell and Cross-sell Revenue
• Customer Satisfaction (CSAT) and Net Promoter Score (NPS)

Qualifications & Experience

• Bachelor’s degree in Business Administration, Marketing, Finance, or a related field; MBA preferred.
• 4-7 years of experience in Customer Retention, Growth, Revenue, or Business Strategy roles.
• Proven track record of driving repeat business and revenue growth.
• Demonstrated experience in P&L management and strategic planning.
• Experience in high-growth startups, D2C, healthcare, or digital platforms is preferred.

Skills: business expansion,customer retention,revenue growth