Senior Manager - Customer Retention & Revenue

Job Title: Senior Manager, Customer Retention & Revenue

Job Summary

As the Senior Manager of Customer Retention & Revenue, you will co-own critical revenue metrics with the leadership team. This is a high-impact, strategic role focused on maximizing the Lifetime Value (LTV) of GIVA's customers across both Online and Offline channels. You will lead the strategy, execution, and analysis of all post-acquisition initiatives, and drive revenue growth across channels.

Key Responsibilities

Strategy & Revenue Co-Ownership

• Co-own revenue targets and key performance indicators (KPIs) related to customer retention, including Repeat Purchase Rate, Customer Lifetime Value (LTV), and churn reduction.
• Develop and champion the end-to-end customer retention strategy for GIVA, ensuring alignment across online and offline channels to create a seamless omnichannel experience.
• Identify and implement innovative problem-solving solutions to friction points in the customer journey that impact loyalty and repeat purchases.

Team Leadership & Management

• Lead, mentor, and develop a high-performing retention team, fostering a culture of data-driven decision-making, accountability, and continuous improvement.

Program & Revenue Management

• Lead and manage end-to-end programs focused on revenue optimization, customer retention, and operational efficiency.
• Collaborate with cross-functional teams (Marketing, Product, Operations, Finance) to plan, implement, and track key retail initiatives.
• Monitor program performance, identify risks, and ensure timely execution of deliverables.

Customer Lifecycle Management

• Map, analyze, and optimize the repeat-user journeyfrom second purchase/visit onwardto maximize retention and lifetime value.
• Identify journey gaps, define experiments, and recommend improvements based on customer behavior insights.

Data-Driven Decision Making

• Track and interpret core revenue and CLM metrics, including Churn Rate, Customer Lifetime Value (CLV), Repeat Purchase Rate, Frequency, and Recency.

Communication & Collaboration

• Serve as the primary liaison between the retention team and cross-functional partners (Marketing, Product, Tech, Offline Retail Operations).

Qualifications

• Bachelors degree in Business, Marketing, Operations, or a related field (MBA preferred).
• 58 years of experience in Revenue Management, or Customer Lifecycle roles within Retail/Ecommerce/Quick-commerce.
• Proven experience in leading and mentoring a team of retention/marketing specialists
• Strong analytical and problem-solving skills using tools such as Excel, SQL, and CRM platforms.
• Excellent communication, stakeholder management, and project execution skills.
• Ability to work in a fast-paced, data-driven environment.