Manager – CRM & Retention

Role Overview

Univest is looking for a Manager CRM & Retention to drive user engagement, lifecycle communication, and retention.

This role will focus on building data-driven lifecycle journeys across push notifications, in-app messaging, and targeted campaigns to improve activation, engagement, retention, and repeat revenue.

You will work closely with Product, Growth, Analytics, and Engineering teams to understand user behavior, optimize funnels, and design personalized communication strategies that improve overall product adoption and user experience.

Key Responsibilities

Lifecycle & Retention Strategy

• Own the end-to-end CRM and retention strategy across the mobile app user lifecycle.
• Design and implement automated lifecycle journeys including onboarding, activation, engagement, retention, and reactivation campaigns.
• Identify user drop-offs and retention opportunities across key product funnels.

Push Notifications & App Engagement

• Manage and optimize Push Notifications (PNs), in-app messages, and engagement campaigns.
• Create behavior-based messaging strategies to drive repeat engagement and feature adoption.
• Continuously improve message timing, frequency, and personalization to maximize engagement.

Segmentation & Funnel Optimization

• Build advanced user segments based on behavior, activity, and lifecycle stage.
• Analyze user funnels and cohort behavior to identify growth and retention opportunities.
• Design targeted CRM campaigns to improve activation rates, repeat usage, and feature adoption.

Campaign Experimentation & Analytics

• Run A/B tests on CRM campaigns and engagement strategies.
• Monitor and optimize key metrics such as:
• Push notification open rates
• CTR and engagement rates
• Conversion rates
• Retention metrics
• Use insights from analytics to continuously improve lifecycle campaigns.

Required Qualifications

• 35 years of experience in CRM, lifecycle marketing, or retention roles for B2C apps.
• Hands-on experience with CleverTap, MoEngage, or similar CRM automation platforms.
• Strong understanding of:
• Push notifications
• In-app messaging
• Lifecycle automation
• Behavioral segmentation
• Experience analyzing user funnels, cohorts, and retention metrics.
• Data-driven mindset with ability to derive insights and optimize campaigns.