Apply now »

Manager - Retention Marketing

Requisition Id:  12249

Job Description: Manager – Retention & CRM

Location: Electronic City, Bangalore (Corporate Office)

Experience: 8–10 Years

Education: MBA / Postgraduate in Marketing

Role Objective

As the Retention & CRM Lead, you will own the end-to-end strategy for patient retention and digital engagement. Your goal is to increase repeat appointments, maximize long-term patient value (LTV), and minimize churn through sophisticated CRM automation, lifecycle marketing, and data-driven engagement strategies across all Narayana Health digital platforms.

Key Responsibilities

1. Retention & Lifecycle Strategy

  • Ownership: Define the end-to-end lifecycle strategy, from initial patient onboarding to reactivation of dormant users.

  • Business Goals: Drive core outcomes including repeat rates, cohort retention, and Lifetime Value (LTV).

  • Accountability: Act as the primary lead for all post-acquisition growth and revenue goals.

2. CRM & Marketing Automation (SFMC)

  • Platform Lead: Oversee the strategic and operational execution of Salesforce Marketing Cloud (SFMC).

  • Multi-Channel Journeys: Design and lead automated journeys across Email, SMS, WhatsApp, Push Notifications, and In-app messaging.

  • Segmentation: Implement advanced audience segmentation and personalization triggers at scale.

3. Campaigns & Experimentation

  • Execution: Manage reminders, loyalty programs, and cross-sell/upsell initiatives.

  • A/B Testing: Lead continuous experimentation on messaging, creative assets, and delivery timing to optimize performance.

  • Governance: Ensure all communications are compliant with healthcare standards and brand guidelines.

4. Data, Insights & Optimization

  • Analytics: Own retention metrics including DAU/MAU, churn rates, and funnel performance.

  • Reporting: Build executive-level dashboards to translate behavioral data into actionable growth insights.

  • Optimization: Continuously refine journeys based on user behavior trends and campaign ROI.

5. Leadership & Collaboration

  • Stakeholder Management: Partner with Product, IT, Security, and Hospital Operations teams to ensure a seamless patient journey.

  • Team Leadership: Mentor the CRM and campaign teams while managing external agencies and technology partners.

Qualifications & Experience

  • Education: MBA or Postgraduate degree in Marketing/Business. CRM certifications (especially SFMC) are highly preferred.

  • Experience: 8–10 years in Retention, CRM, or Lifecycle Marketing. Experience in Healthcare, Health-tech, or Fintech is a major plus.

  • Technical Mastery: Proven track record of managing large-scale CRM databases and complex automation journeys.

Key Skills

  • Functional: SFMC proficiency, cohort analysis, lifecycle mapping, and funnel optimization.

  • Behavioral: Strong ownership, data-led decision-making, and the ability to influence cross-functional stakeholders.

  • Tools: Salesforce Marketing Cloud, HubSpot/Salesforce, BI Tools, and advanced Excel.

Interactions

  • Internal: CXOs, Digital Acquisition, UX/Product, IT, and Hospital Operations.

  • External: SFMC Partners, Creative Agencies, and Technology Vendors.

Apply now »