Customer Lifecycle & Retention

Customer Lifecycle & Retention ● Map and manage the full lifecycle: Discovery to First Purchase to Usage to Repeat to Advocacy ● Design lifecycle interventions to improve: ○ Repeat purchase rate ○ Time to next purchase ○ Customer lifetime value (CLV) CSAT, NPS & Voice of Customer ● Own CSAT & NPS measurement framework (omnichannel- store, online, post-delivery, post-service) ● Track detractors, passives, promoters and drive structured closure ● Lead “You said, we did” loop internally and externally Customer Insights & Intelligence ● Identify recurring pain points across product, store, delivery, service ● Convert insights into: ○ Process changes ○ Training inputs ○ Product & communication improvements ● Publish a monthly Customer Love and Obsession Dashboard for leadership Cross-Functional Influence ● Work with: ○ Retail teams (EBO experience gaps) ○ Product (fit, comfort, durability feedback) ○ Marketing (messaging clarity, trust building) ○ Operations (delivery, service timelines) Success Metrics (KPIs) ● Repeat purchase % ● NPS improvement (overall & channel-wise) ● Reduction in detractor volume ● Closure rate on customer feedback ● Insights-led changes implemented