The Retention Lead will be responsible for increasing customer retention, repeat bookings, loyalty, and customer lifetime value through CRM, lifecycle marketing, segmentation, and engagement strategies. The role will focus on building long-term relationships with users while improving reactivation and repeat usage across the platform.

Key Responsibilities

• Own customer retention and repeat booking strategy across CRM and lifecycle channels
• Develop segmented retention journeys based on user behavior, booking history, and engagement patterns
• Lead reactivation campaigns targeting dormant and inactive users
• Work closely with CRM, Product, Brand, and Data teams to improve loyalty and engagement initiatives
• Build personalized communication strategies across push notifications, email, in-app messaging, SMS, and remarketing
• Monitor churn trends and identify opportunities to improve customer lifetime value
• Drive experimenta...