Job Title

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, BangaloreEducation: Postgraduate degree in Marketing, Business Management, Digital Marketing, or equivalentCRM / Marketing Automation certifications (Salesforce Marketing Cloud preferred)Experience:8 - 10 years of experience in Retention, CRM, Lifecycle Marketing, or Growth MarketingExperience in healthcare, hospitals, health-tech, or regulated consumer services preferredProven experience managing large-scale CRM databases, automation journeys, and multi-channel campaignsKey Deliverables:1. Retention Strategy & Business OwnershipOwn 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 ExecutionLead 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 & OptimizationPlan 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 CollaborationTrack 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 engagementWhat we’re looking forOwnership of end-to-end retention and lifecycle programs across digital channels.Hands-on experience with SFMC or equivalent CRM tools, including automation and personalization.Strong use of cohort, funnel, and experimentation data to drive decisions. High accountability with effective cross-functional leadership.