Retention Marketing Manager

About the Role:

The Retention Marketing Manager will be responsible for driving patient and user retention across digital platforms by owning lifecycle marketing, CRM automation, and website-led engagement strategies, with the objective of increasing repeat visits, appointment conversions, long-term patient value, and digital channel effectiveness across hospitals and healthcare services.

Location: HSR Layout, Bangalore

Education:

• Postgraduate degree in Marketing, Business Management, Digital Marketing, or equivalent
• CRM / Marketing Automation certifications (Salesforce Marketing Cloud preferred)

Experience:

• 8 - 10 years of experience in Retention, CRM, Lifecycle Marketing, or Growth Marketing
• Experience in healthcare, hospitals, health-tech, or regulated consumer services preferred
• Proven experience managing large-scale CRM databases, automation journeys, and multi-channel campaigns

Key Deliverables:

1. Retention Strategy & Business Ownership

• Own end-to-end lifecycle and retention strategy from onboarding to reactivation.
• Drive repeat rate, cohort retention, LTV, ARPU, DAU/MAU, and churn reduction.
• Execute quarterly retention plans aligned to growth and revenue goals.
• Act as the owner for post-acquisition performance and outcomes.

2. CRM & Marketing Automation Execution

• Lead hands-on execution on Salesforce Marketing Cloud (SFMC) or equivalent CRM platforms.
• Build and manage multi-channel journeys across email, SMS, WhatsApp, push, and in-app.
• Design segmentation, personalization, triggers, and automated workflows.
• Work with CRM developers and vendors to ensure stable and compliant execution.

3. Campaigns, Experimentation & Optimization

• Plan and execute lifecycle campaigns (nudges, reminders, loyalty, cross-sell, upsell).
• Own campaign calendars, prioritization, and performance reviews.
• Drive A/B testing on messaging, creatives, timing, and frequency.
• Continuously optimize journeys based on performance and user behavior.

4. Data, Insights & Cross-Functional Collaboration

• Track and analyze retention metrics, cohorts, and funnels.
• Translate data into actionable lifecycle interventions.
• Build dashboards and reporting for internal stakeholders.
• Partner with Acquisition, Product/App, Website, and IT teams to improve engagement

What were looking for

1. Ownership of end-to-end retention and lifecycle programs across digital channels.
2. Hands-on experience with SFMC or equivalent CRM tools, including automation and personalization.
3. Strong use of cohort, funnel, and experimentation data to drive decisions.
4. High accountability with effective cross-functional leadership.