Vacancy description
Nicobar Design Pvt. Ltd.
India, Delhi
Loyalty & Retention Manager (CRM) in Delhi, India is listed on Jobeax. Browse 30,000+ vacancies available.
Delhi Department: Consumer Experience
Reports To: Consumer Experience Head
Nicobar is a modern, mindful, design-led brand from India. We are a human-centered digital brand with a growing retail presence across India. Our distinctive clothing, homeware, and jewelry blend global and local influences, designed to be loved and built to last.
Founded in 2016, Nicobar has established itself as a premium brand known for its commitment to quality, simplicity, and design with a purpose.
We aim to inspire our consumer to embrace a modern, minimalist lifestyle—creating a modern Indian way of living, dressing, and looking at the world.
As a Customer Retention Manager , you will own the retention engine at Nicobar—from lifecycle strategy and journey architecture to platform execution and performance analysis.
You will build and optimise consumer journeys, configure flows, analyse cohort behaviour, run experiments, and work closely with technology and retail teams to create a connected online and offline consumer experience.
You will be expected to understand what the data is telling you, identify opportunities, and translate those insights into meaningful consumer journeys that drive retention and long-term consumer value.
CRM Platform Ownership
Own and operate Nicobar’s CRM platform, MoEngage , as the internal CRM expert.
Architect and maintain the CRM flow library, including journeys, triggers, suppression logic, and frequency caps.
Own the event taxonomy and user attribute structure, identifying data gaps and working towards fixing them.
Monitor platform-level performance including deliverability, list hygiene, segment overlap, and send-time distribution.
Connect CRM platform behaviour with ecommerce data, including Shopify or equivalent platforms.
Troubleshoot and optimise CRM journeys independently.
Design and execute the full consumer lifecycle across onboarding, conversion, engagement, win-back, and churn suppression.
Omnichannel nudges connecting online customers with their nearest Nicobar store
Design and run structured A/B tests and holdout-group experiments.
Calendar Intelligence & Revenue Optimisation
Evaluate the CRM calendar by customer cohort—understanding who receives what, how frequently, and with what impact.
Omnichannel CRM
Help build a connected view of the consumer across online orders, in-store purchases, browsing behaviour, and channel history.
Work closely with technology and retail operations to connect POS and in-store consumer signals with the CRM platform.
Identify data gaps and proactively drive improvements.
Build journeys that meaningfully move customers between digital and physical channels.
Create post-purchase journeys that connect online buyers with their nearest Nicobar store.
Build post-store-visit follow-ups that continue the customer relationship digitally.
Create meaningful WhatsApp and SMS communication that feels personal and brand-led rather than like an automated broadcast.
Have strong hands-on experience with a CRM platform, particularly MoEngage .
Have designed and executed omnichannel journeys connecting digital and physical customer experiences.
Can independently interpret CRM and cohort data and translate insights into action.
Have experience running lifecycle experiments with holdout groups and can demonstrate what you learned from them.
Enjoy owning execution in an agile, fast-moving environment.
Are comfortable working cross-functionally with technology, retail, ecommerce, and consumer experience teams.
Think beyond short-term conversions and understand the importance of long-term consumer retention and value.
Your CRM experience has primarily been strategy and briefing, with execution handled by another team.
You rely heavily on a data or analytics team to interpret CRM performance.
Your retention strategy is primarily driven by discounts, offers, and incentives.
Your experience is limited to digital CRM and you haven't worked with offline customer data or physical retail environments.
Customer First: We care about creating relevant, thoughtful experiences that build lasting relationships.
We look beyond surface-level metrics and ask what the data is really telling us.
We build processes, journeys, and technology that make the customer experience better and the business stronger.
If you’re excited by the intersection of customer behaviour, data, technology, creativity, and retention , this is an opportunity to build and shape Nicobar’s CRM and consumer retention engine.
Come help us build consumer relationships that go beyond the next transaction.
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