Retention Strategy & InsightsOwn the end-to-end retention marketing strategy and roadmap, setting clear objectives to reduce churn, drive reactivation, and grow subscriber lifetime value (LTV).Use behavioral data, cohort analysis, and segmentation to identify key retention drivers, high-value customer groups, and churn risks, and turn insights into actionable strategies.Define and manage retention KPIs such as retention rate, churn, reactivation, and LTV, and forecast their business impact in partnership with Analytics and Finance.Develop personalized retention initiatives informed by subscriber behavior, order cadence, and engagement patterns.Partner cross-functionally with CX, Tech, and E-commerce to enhance the subscriber experience, streamline account management, and improve billing and delivery communications.Champion the subscriber voice internally to ensure customer insights and feedback directly inform marketing and product improvements.Lifecycle Marketing & CampaignsOwn the Home Delivery marketing calendar, aligning brand, promotional, and lifecycle moments that drive engagement and repeat purchase.Design, launch, and optimize automated journeys across email, SMS, and direct mail, including onboarding, replenishment, renewal, reactivation, and win-back.Develop lifecycle campaigns that celebrate hydration as a ritual and position FIJI Water as an everyday luxury for subscribers.Collaborate with Creative and Brand teams to craft messaging that feels premium, personal, and unmistakably FIJI.Build testing roadmaps for offers, cadence, and creative to continuously optimize engagement and conversion.Identify opportunities for cross-sell and upsell through personalized lifecycle programs.Partner with Data and Paid Media teams to create cohesive, omnichannel experiences across customer touchpoints.
