Customer Retention Manager

About the Role:

strategic, data-savvy, and customer-obsessed professional

sales, service, content, digital, and CRM teams

Key Responsibilities:

• Analyze user data across services (BiPAP, CPAP, Beds, Wheelchairs, Oxygen Concentrators, etc.) to segment customers by behavior, spend, device usage, geography, and seasonality.
• Own the 

  Customer Lifecycle Strategy

   – retention, reactivation, cross-sell, upsell, loyalty & referrals.
• Build campaign logic to reach out via 

  email, WhatsApp, SMS, CRM journeys

  .
• Define 

  seasonal and off-season marketing calendar

   for repeat engagement & product awareness.
• Work with content team to define 

  personalized pitch

   based on customer journey
• Collaborate with digital team to run remarketing campaigns on Google/Facebook
• Track 

  customer LTV, churn, NPS, and repeat rate

   – and build dashboards to track progress.
• Design support mechanisms (post-sale care, tips, service reminders) that 

  make customers rely on us for everything medical-related.

You’re the Ideal Candidate If You:

• Are 

  analytical, creative, and deeply understand customer behavior

• Have a background in 

  product management, CRM, customer success, or performance marketing

• Are comfortable with data segmentation, Excel/Google Sheets, basic SQL/CRM reporting
• Understand how 

  to build loyalty in service-based businesses

• Have experience in 

  healthcare, D2C, fintech, edtech

  , or subscription-based products
• Are 

  strategic and execution-oriented

  , with a bias for experimentation and iteration
• Preffered local candidates only.

Preferred Skills:

• CRM tools (Zoho, Hubspot, MoEngage, etc.)
• Retention metrics (LTV, CAC, Churn, Cohort Analysis)
• Customer Segmentation
• Campaign Planning
• Digital remarketing/paid campaign collaboration
• Strong written communication for copy briefing
• Optional: Knowledge of healthcare industry/customer psychology

Why Join Us?

• Be the architect of customer growth in a purpose-driven brand
• Build campaigns that actually 

  impact patient care and life quality

• A collaborative team that values experimentation and customer-first thinking
• Flat hierarchy, room for innovation, and freedom to lead initiatives