Customer Retention Manager

Location: DelhiDepartment: Consumer ExperienceReports To: Consumer Experience HeadStep Into the World of NicobarNicobar is a modern, mindful, design-led brand from India. We are a human-centered digital brand with a growing retail presence across India. Our distinctive clothing, homeware, and jewelry blend global and local influences, designed to be loved and built to last.Our style is clean, essential, and attainable. We care deeply about how our products are made and what goes into them. Founded in 2016, Nicobar has established itself as a premium brand known for its commitment to quality, simplicity, and design with a purpose.We aim to inspire our consumer to embrace a modern, minimalist lifestyle—creating a modern Indian way of living, dressing, and looking at the world.About the RoleAs a Customer Retention Manager, you will own the retention engine at Nicobar—from lifecycle strategy and journey architecture to platform execution and performance analysis.This is a hands-on execution role. You will build and optimise consumer journeys, configure flows, analyse cohort behaviour, run experiments, and work closely with technology and retail teams to create a connected online and offline consumer experience.You will be expected to understand what the data is telling you, identify opportunities, and translate those insights into meaningful consumer journeys that drive retention and long-term consumer value.What You’ll DoCRM Platform OwnershipOwn and operate Nicobar’s CRM platform, MoEngage, as the internal CRM expert.Architect and maintain the CRM flow library, including journeys, triggers, suppression logic, and frequency caps.Own the event taxonomy and user attribute structure, identifying data gaps and working towards fixing them.Monitor platform-level performance including deliverability, list hygiene, segment overlap, and send-time distribution.Connect CRM platform behaviour with ecommerce data, including Shopify or equivalent platforms.Troubleshoot and optimise CRM journeys independently.Lifecycle & Journey ArchitectureDesign and execute the full consumer lifecycle across onboarding, conversion, engagement, win-back, and churn suppression.Build journeys with clear hypotheses, defined audiences, channel logic, and measurable success metrics.Develop and optimise key journeys such as:New user onboardingPower User frequency journeysLight-to-Power User conversionWin-back and churn preventionOmnichannel nudges connecting online customers with their nearest Nicobar storeExperimentation & OptimisationDesign and run structured A/B tests and holdout-group experiments.Develop clear hypotheses, test them rigorously, interpret results, and iterate based on learnings.Evaluate whether results are statistically meaningful and use insights to continuously improve retention.Calendar Intelligence & Revenue OptimisationEvaluate the CRM calendar by customer cohort—understanding who receives what, how frequently, and with what impact.Identify opportunities to improve engagement, retention, and revenue without relying solely on offers and incentives.Omnichannel CRMHelp build a connected view of the consumer across online orders, in-store purchases, browsing behaviour, and channel history.Work closely with technology and retail operations to connect POS and in-store consumer signals with the CRM platform.Identify data gaps and proactively drive improvements.Build journeys that meaningfully move customers between digital and physical channels.Customer EngagementCreate post-purchase journeys that connect online buyers with their nearest Nicobar store.Build post-store-visit follow-ups that continue the customer relationship digitally.Create meaningful WhatsApp and SMS communication that feels personal and brand-led rather than like an automated broadcast.What We’re Looking For:Have strong hands-on experience with a CRM platform, particularly MoEngage.Have designed and executed omnichannel journeys connecting digital and physical customer experiences.Can independently interpret CRM and cohort data and translate insights into action.Have experience running lifecycle experiments with holdout groups and can demonstrate what you learned from them.Enjoy owning execution in an agile, fast-moving environment.Are comfortable working cross-functionally with technology, retail, ecommerce, and consumer experience teams.Have a strong consumer-centric and analytical mindset.Think beyond short-term conversions and understand the importance of long-term consumer retention and value.This Role May Not Be For You If...Your CRM experience has primarily been strategy and briefing, with execution handled by another team.You rely heavily on a data or analytics team to interpret CRM performance.Your retention strategy is primarily driven by discounts, offers, and incentives.Your experience is limited to digital CRM and you haven't worked with offline customer data or physical retail environments.The Nicobar SparkCustomer First: We care about creating relevant, thoughtful experiences that build lasting relationships.Analytical & Curious: We look beyond surface-level metrics and ask what the data is really telling us.Hands-On & Ownership Driven: We believe in getting close to the work, solving problems, and owning outcomes.Systems Thinker: We build processes, journeys, and technology that make the customer experience better and the business stronger.Why Nicobar?If you’re excited by the intersection of customer behaviour, data, technology, creativity, and retention, this is an opportunity to build and shape Nicobar’s CRM and consumer retention engine.Come help us build consumer relationships that go beyond the next transaction.