Retention & CRM Specialist
Who are We
We are GoStops- GoSTOPS threw open its doors in 2014 based on the simple belief that travel changes lives. When you go MORE, you be MORE: be it at the start of the journey when you're braving your first solo train ride; in the middle, when you've found a kindred spirit in a complete stranger; or at the end, when you're left with a head full of memories that will help you coast along till the next trip.Such joys should be accessible to every young traveller, right At goSTOPS, we aspire to provide young travellers with safe and social spaces at prices that won't break the bank. Centrally located and fitted with modern amenities, our hostels are designed to be the perfect stop before you go.
We are seeking a data-driven and customer-obsessed Retention Specialist to lead our guest loyalty and lifecycle marketing efforts. Your primary mission will be to transform one-time visitors into lifelong advocates, significantly increasing Lifetime Value (LTV) and repeat booking rates across our properties.The ideal candidate is a full-stack retention expert who balances creative communication with technical proficiency in CRM tools like WebEngage.
Core Responsibilities
- Lifecycle Orchestration: Design, build, and optimize end-to-end guest journeys using WebEngage (or similar tools). This includes automated flows for pre-arrival, on-site engagement, post-stay feedback, and other retention campaigns
- Omnichannel Execution: Manage cross-channel communication strategies including Email, SMS, WhatsApp, and Push Notifications to ensure a seamless and personalized guest experience.
- LTV Optimization: Analyze guest behavior data to identify high-value segments and develop strategies to increase booking frequency and ancillary spend (F&B, experiences).
- Advanced Segmentation: Move beyond basic demographics to create behavioral segments for highly targeted messaging.
- A/B Testing & Data Analysis: Constantly experiment with subject lines, send times, and offer structures. Monitor and report on key metrics such as Retention Rate, Churn Rate, Repeat Rate, and Attribution.
- Loyalty Program Management: Manage our loyalty/membership program to ensure it provides tangible value and drives repeat behaviour
Requirements & Qualifications
- Experience: 2–5 years in Retention Marketing, Lifecycle Marketing, or CRM Management, preferably within the hospitality, travel, or subscription-based industries.
- Technical Mastery: Deep hands-on experience with WebEngage. You should be comfortable setting up complex event-based triggers and multi-stage journeys.
- Analytical Mindset: Proficiency in Excel/Google Sheets and other tools. You should be able to look at a Cohort Analysis and identify exactly when and where guests are dropping off
- Copywriting & UX: A keen eye for brand-consistent messaging and an understanding of what makes a guest click Book Again.
- Problem Solver: Ability to work cross-functionally with On-ground Operations and Product teams to bridge the gap between digital communication and the physical guest experience.
Key Metrics you will Own
Repeat User Revenue
Customer LTV
Repeat Booking Rate
Revenue Mix Optimization
CRM Effectiveness & Efficiency Improvement
Ancillary Revenue Growth
