Associate Director - Growth & Retention

About Us: The Sleep Company is redefining comfort with innovation. As one of India’s fastest-growing D2C brands, we blend science and sleep to deliver award-winning products loved by thousands. We're now scaling tech to match our growth and that's where you come in. Customer Retention (Multi-Channel) : - Design and execute comprehensive retention strategies across email marketing, SMS, WhatsApp and customer success touchpoints - Develop and manage customer lifecycle campaigns to increase repeat purchases and customer lifetime value - Create and optimize loyalty programs and customer engagement initiatives - Implement win-back campaigns for dormant customers and churn prevention strategies - Coordinate with customer success teams to create seamless retention experiences - A/B test retention messaging, timing, and channel mix for optimal engagement Lead Generation & Optimization : - Analyze website user behavior to identify and optimize key lead generation touchpoints - Implement comprehensive data collection strategies across all customer interactions - Design and deploy lead magnets, content offers, and value exchanges throughout the customer journey - Optimize website conversion points including forms, pop-ups, exit-intent captures, and progressive profiling - Create systematic approaches to capture visitor information at various engagement levels - Develop referral programs and advocacy initiatives to generate organic leads - Implement behavioral triggers and smart data collection based on user actions Leads to Store Visit Conversion : - Develop sophisticated customer segmentation and cohort analysis to identify high-potential store visit candidates - Create targeted campaigns that drive qualified online leads to physical store locations - Design personalized customer journeys that bridge digital engagement with in-store experiences - Implement location-based messaging and inventory-driven store visit campaigns - Develop appointment booking and consultation request systems - Create incentive structures and promotional strategies to encourage store visits - Track and optimize online-to-offline conversion funnels Data Strategy & Analytics : - Build comprehensive customer data collection and management systems - Develop advanced segmentation models based on behavior, preferences, and purchase patterns - Create cohort analysis frameworks to understand customer lifecycle patterns - Implement predictive modeling to identify customers most likely to visit stores or make repeat purchases - Design attribution systems to track multi-touchpoint customer journeys - Generate actionable insights from customer data to inform strategy decisions - Maintain data hygiene and ensure compliance with privacy regulations Required Qualifications : - Bachelor's degree in Marketing, Data Science, Business, or related field - 5+ years of experience in growth marketing, CRM, or customer lifecycle management - Strong experience with customer segmentation and cohort analysis - Proficiency in analytics tools (Google Analytics, Mixpanel, Amplitude, etc.) - Experience with CRM systems and customer data platforms (CDP) - Knowledge of website optimization and conversion rate optimization (CRO) Preferred Qualifications : - Experience in retail or e-commerce, preferably furniture/mattress industry - Knowledge of omnichannel customer journey mapping - Experience with loyalty program management - Familiarity with customer success and retention best practices - Experience with A/B testing and statistical analysis Key Skills : - Data-driven decision making and analytical thinking - Customer-centric mindset with deep understanding of user behavior - Strong project management and cross-functional collaboration - Excellent communication skills for presenting insights and recommendations - Creative problem-solving for customer engagement challenges - Detail-oriented approach to data collection and campaign execution - Understanding of sleep industry customer purchase patterns and decision-making process Success Metrics : - Customer retention rate improvements across all cohorts - Increase in lead capture rates from existing website traffic - Growth in customer lifetime value (CLV) - Improvement in online-to-store visit conversion rates - Enhanced customer data collection and profile completeness - Increase in repeat purchase rates and purchase frequency - Reduction in customer acquisition cost through referral and retention programs

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