Customer Lifecycle & Retention Executive

About the role

PWORLD is hiring two Customer Lifecycle & Retention Executives in Pune (NIBM campus) to map and manage the full customer journey from discovery through first purchase, usage, repeat and advocacy. The role designs interventions to raise repeat purchase rate, time to next purchase and customer lifetime value, supports CSAT and NPS measurement, and turns customer insights into process, product and communication improvements. It is an individual contributor reporting to the Head of CLOSE.

Key responsibilities

• Map and manage the full customer lifecycle and design interventions to improve repeat purchase rate, time to next purchase and CLV
• Support the CSAT and NPS framework across store, online, post-delivery and post-service, track detractors, passives and promoters and drive structured closure
• Lead the "you said, we did" loop internally and externally and identify recurring pain points across product, store, delivery and service
• Convert insights into process changes, training inputs and product and communication improvements
• Publish a monthly Customer Love and Obsession dashboard covering EBO experience gaps, product feedback and marketing and operations performance

Required profile

• Strong customer lifecycle and retention profile with CSAT/NPS and customer-insights depth in a B2C/retail setup
• Hands-on experience owning the customer lifecycle end to end and designing interventions to lift repeat purchase rate, time to next purchase and CLV
• Experience running or supporting a CSAT and NPS framework across channels and tracking detractors, passives and promoters
• Experience turning Voice of Customer insights into concrete fixes, including a "you said, we did" loop
• Strong cross-functional collaboration across retail, product, marketing and operations, and vendor management experience
• Willingness to work from the office in NIBM, Pune and complete a candidate assignment
• B2C retail, D2C or consumer brand background with EBO/omnichannel exposure preferred

Required skills

• Marketing automation and CRM/engagement platforms such as Bik, Freshsales, WebEngage, CleverTap, Gupshup or Bitespeed, including campaign optimisation
• Data analytics, root cause analysis and publishing of leadership-facing dashboards or reports