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Position Purpose

Responsible for developing and executing customer retention and engagement strategies to increase customer activity, reduce churn, improve customer lifetime value, and drive sustainable growth across Wave's digital ecosystem. The role will lead customer lifecycle management initiatives covering activation, engagement, retention, reactivation, and loyalty programs.

Job Description

Customer Retention Strategy: 

• Develop and execute retention strategies to improve customer engagement and reduce churn.
• Identify at-risk customer segments and implement proactive retention interventions.
• Increase customer stickiness through loyalty, rewards, CRM, and lifecycle programs.

Customer Lifecycle Management: 

• Own customer journeys across activation, engagement, retention, and win-back stages.
• Design and optimize customer lifecycle programs to increase repeat usage and active customer rates.
• Lead reactivation initiatives for dormant and churned customers.

Loyalty & Engagement Programs:

• Lead the design and management of loyalty, rewards, cashback, and customer engagement initiatives.
• Develop programs that encourage deeper customer adoption and long-term engagement.
• Monitor program effectiveness and optimize reward economics and customer outcomes.

Analytics & Customer Insights: 

• Analyze customer behavior, churn patterns, cohort performance, and engagement trends.
• Conduct segmentation, retention analysis, and customer lifecycle reviews.
• Generate actionable recommendations to improve customer retention and lifetime value.

Campaign & Program Management:

• Own retention and engagement campaigns from planning through execution.
• Define campaign objectives, KPIs, measurement frameworks, and success criteria.
• Evaluate campaign performance and implement continuous improvements.

Key Stakeholders

• Partner with Product, Marketing, Operations, Customer Care, Technology, BI, and Commercial teams to improve customer experiences.
• Influence product enhancements and customer journey improvements based on customer insights.
• Drive alignment across stakeholders to deliver business outcomes.

Key Competencies 

• Customer Lifecycle Management: Drives customer acquisition, engagement, retention, loyalty, and win-back strategies.
• Growth Mindset: Identifies opportunities to improve customer value, retention, and long-term business growth.
• Data & Analytical Skills: Uses data and customer insights to drive decision-making and optimize performance.
• Stakeholder Management: Builds alignment and influences cross-functional teams to deliver outcomes.
• Execution Excellence: Transforms strategy into actionable initiatives and delivers measurable business results.

• Bachelor's degree in Business, Marketing, Economics, Analytics, Finance, or a related field.
• 5+ years Manager or Senior Manager of experience in CRM, Loyalty, Customer Lifecycle Management, Growth, Digital Business, Banking, Fintech, Telecom, or related industries.
• Strong analytical and problem-solving skills.
• Proficiency in SQL, Power BI, and other analytics tools for data extraction, analysis, and reporting.
• Experience managing customer retention, engagement, loyalty, or lifecycle programs.
• Proven track record of delivering measurable growth and retention outcomes.