Lead Associate - Loyalty Programme

About the role

We are looking for a Customer Growth & Retention professional to own the health of our dormant and at-risk customer base. In this role, you will track cohorts daily, spot early churn signals, and run quick-turnaround win-back and lifecycle interventions that drive repeat purchases and customer lifetime value (LTV).

What you'll do

• Monitor dormant and at-risk customer cohorts daily and deploy targeted win-back interventions to prevent customer churn
• Identify early churn signals and build structured, continuous interventions to reactivate inactive users before they drop off completely
• Map, track, and optimize customer journeys for both new and existing users to build strong long-term retention habits
• Design and execute strategic lifecycle interventions to continuously drive repeat purchases, scale repeat order frequency, and expand customer lifetime value (LTV)
• Track key purchase sequence metrics and early platform behavior daily to spot drop-offs early and trigger timely re-engagement actions

What you need

• 3–4 years in customer support & success
• Communication
• Any graduate