Senior Manager - Retention Marketing CLM
Nykaa · Posted Sep 29
Beauty, wellness, fashion, and personal care omnichannel retail services
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About the role
Nykaa's retention marketing and loyalty function owns the end-to-end customer lifecycle across its Beauty, Fashion and other verticals, driving repeat purchase behavior, customer lifetime value, cross-category pollination and loyalty program innovation. The team runs platform programs such as replenishment, cross-sell, sampling, co-branded credit cards and CRM-led sale interventions alongside large-scale customer incentivization budgets. This role leads high-impact loyalty and retention programs (including the Privé program), pilots modular loyalty models, partners with Business, Product, Category Marketing and Data teams on omnichannel engagement, and builds and mentors a high-performing retention team.
What you will do
- Tiered Loyalty Leadership: Scale and elevate the premium loyalty program ( Privé) to increase Average Customer Value (ACV) and Frequency of Purchase (FOP) through expanded 1P/3P monetary and experiential benefits.
- Modular Loyalty Innovations: Conceptualize, launch, and experiment with modular and paid loyalty levers (e.g., Glam Pass, Beauty Trial Passes) to build sticky, habit-forming customer loops.
- Cross-Pollination Ecosystem: Design cross-category activation strategies to seamlessly transition Beauty-first buyers into Fashion customers (and vice versa) utilizing unified user profile features, interoperable rewards, and cross-platform traffic drivers.
- Replenishment Engines: Scale automated, dedicated interventions across site, product UI, and CRM to systematically drive high-frequency repeat purchase cycles.
- Basket Width & Premiumization: Run targeted L1 and L3 cross-sell initiatives to expand item width and order value; leverage luxury and premium brand penetration to elevate customer affluence profiles.
- Strategic Sampling & Omnichannel LTV: Shape consumer discovery through data-led sampling programs while bridging retail (offline) and e-commerce (online) behavioral touchpoints to maximize overall customer LTV.
- Discounting Strategy & Cost Optimization: Strategically manage company-funded coupons, cart-level rules, wallet points, and reward mechanics to maximize revenue yield while maintaining a unified, single-customer view of discounting costs.
- Co-Branded Credit Cards (CBCC): Design Customer Value Propositions (CVPs) and launch co-branded credit card partnerships to unlock long-term repeat behavior and build new affinity channels.
- Mega Sale Planning: Execute precision CRM and couponing interventions during flagship sale events to drive large-scale lapsed customer reactivation.
- Brand Marketing Partnerships: Partner with key brand accounts (Brand-Funded Coupon / Co-Marketing levers) to drive co-funded acquisition/retention programs and unlock additional marketing revenue.
- Revenue Ownership: Own Month-on-Month repeat revenue targets, order volume, and repeat customer share across business verticals.
- Growth Hacking & Demand Shaping: Implement agile interventions, growth experiments, and event planning to deliver steady top-line uplift and demand stabilization.
- Dedicated Category Marketing: Drive brand-level CLM roadmaps for high-priority categories.
- Lead, mentor, and build a world-class team of retention marketers, program managers, and lifecycle strategists. Establish clear performance KPIs, drive continuous skill development, foster high team engagement, and manage retention.
Skills used in this role
What the employer is looking for
- MBA/PGDM in Marketing from Business School
- Experience: 6+ years of total experience with a heavy focus on CLM, Loyalty, Growth Marketing, or Customer Retention in large-scale E-Commerce, D2C, or Retail ecosystems.
- Strategic Loyalty Vision: Proven track record of launching, scaling, or managing multi-tier customer loyalty or membership programs.
- Data & Analytics Rigor: Deep comfort with customer segmentation (RFM), LTV modeling, cohort analysis, and promotional efficacy experimentation (A/B testing).
- MarTech & Product Understanding: Strong familiarity with CRM automation tools (e.g., Braze, MoEngage, Clevertap), cart engines, dynamic couponing platforms, and cross-channel user journeys.
- P&L & Budget Management: Hands-on experience optimizing large promotional/discounting budgets while hitting top-line retention targets.
- Leadership & Stakeholder Management: Excellent cross-functional collaboration skills (Product, Data Science, Category, Finance) and proven ability to grow and nurture high-performing teams.
Benefits and support
- Compensation and benefits are detailed in the job posting
About Nykaa
Nykaa (FSN E-Commerce Ventures) is a premier Indian omnichannel consumer technology platform specializing in beauty, personal care, and fashion products. Founded by Falguni Nayar, the company operates extensive online e-commerce channels alongside a growing nationwide network of physical retail stores. Nykaa also features an array of in-house private label brands and an eB2B distribution division.
- Industry
- E-commerce
- Company size
- 5001-10000 employees
- Founded
- 2012
- Location
- Mumbai, Maharashtra, India
- Funding stage
- Public Company
Funding
Public Company · $156.89M raised
- 2022-11-21Post-IPO Secondary$41.08M
- 2022-11-09Post-IPOUndisclosed
- 2020-11-25Secondary MarketUndisclosed
- 2020-06-01Series H$2.61M
- 2020-05-07Series F$8.88M
Leadership
Founder, Executive Chairperson, Managing Director and Chief Executive Officer
Executive Director and CEO, Nykaa Beauty E-Commerce
Executive Director and CEO, Nykaa Fashion
Chief Financial Officer
Chief Technology Officer
Recent coverage
Sahi Markets
Nykaa Anticipates High-Twenties Q2 FY27 GMV Growth and Late-Twenties Net Revenue Growth2026-10-05
Kotak Neo
Nykaa Q2 FY 2026-27 Results Update Signals Late-20s Revenue Growth as Fashion Business Accelerates2026-10-05
Livemint
Nykaa shares in focus after strong Q2 update | What lies ahead for investors?2026-10-05