Customer Retention Manager
Role Overview
CRM & Lifecycle Assistant Manager in the Brand & Growth department, focused on guest retention and repeat direct bookings.
This is a build-and-own role: design the retention engine, channels, loyalty programme, and booking experience, and own the outcomes.
The role is based at the Mumbai HQ according to the description.
Key Skills for This Role
Full Job Posting
Role overview
CRM & Lifecycle Assistant Manager in the Brand & Growth department, focused on guest retention and repeat direct bookings.
This is a build-and-own role: design the retention engine, channels, loyalty programme, and booking experience, and own the outcomes.
The role is based at the Mumbai HQ according to the description.
Lifecycle and retention programmes
- Design and run the full guest lifecycle: welcome and onboarding, pre-arrival, in-stay, post-stay, win-back, dormant reactivation, ancillary attachment, and referral.
- Own repeat rate, direct-booking share of repeat guests, and revenue per guest.
- Maintain segmentation by RFM, acquisition channel, trip purpose, solo versus group, and workation versus leisure.
- Build and grow the loyalty or membership programme as a retention lever.
Channels and booking funnel
- Own WhatsApp, email, push, in-app, and SMS strategy, segmentation, creative briefs, build, QA, sends, and readouts.
- Set cross-channel orchestration, frequency caps, and channel-priority rules to create coherent guest communications.
- Partner with Performance Marketing on retargeting and audience syncs.
- Reduce abandoned-cart and abandoned-search losses using triggered journeys and on-site prompts.
- Run funnel and lifecycle experiments, including hypothesis, sample size, holdout, results, and decisions; work with Product and Tech on changes requiring code.
Analytics and AI
- Build reporting for cohort retention, repeat-purchase intervals, LTV by acquisition channel, CAC:LTV, channel incrementality, and campaign-level revenue attribution.
- Turn analysis into decisions and follow-up tests.
- Use AI tools for analysis, campaign and creative variants, segment and journey ideation, and reporting automation.
Experience
- Five years in marketing, with at least two to three years specifically in lifecycle, CRM, or retention marketing.
- Experience in consumer internet, D2C, travel, hospitality, or subscription businesses is preferred.
- Hands-on ownership of a marketing automation platform and building multistep, multichannel journeys is required.
- Experience with WebEngage, CleverTap, MoEngage, Braze, Klaviyo, or a similar platform is requested.
Technical and analytical qualifications
- Practical WhatsApp marketing experience is required, including template approvals, BSP processes, opt-in, quality-rating management, and utility versus marketing templates.
- Strong analytics and advanced Excel or Sheets skills are required; candidates should independently conduct cohort or retention analysis.
- A/B testing literacy should cover holdouts, significance, and assessing whether reported lifts are real.
- Working knowledge of GA4 and event tracking, plus understanding of the web funnel, is required.
- Daily practical use of LLMs for analysis, copy, and process is expected.
About the company
The Hosteller describes itself as a self-operated hostel chain with more than seventy properties.
The brand emphasizes guest connection and shared experiences.
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