Shashank Gangwal
Senior Retention Manager
Delhi
Summary
Customer-focused professional with a strong track record of improving retention, revenue, and customer experience in fast-moving businesses. Brings high energy, clear communication, and a hands-on approach to problem solving. Adapts quickly to new environments, works comfortably across teams, and takes ownership from idea to execution. Curious by nature, practical in approach, and motivated by building things that work in the real world.
Overview
4
4
years of professional experience
Work History
Senior Customer Retention Manager
Lifecell International
10.2025 - Current
- Plan and execute CRM and lifecycle programs across email, app, SMS, and automation channels to support repeat revenue growth.
- Analyze customer behavior through segmentation and cohort analysis to identify churn risks, engagement gaps, and upsell opportunities.
- Track key retention metrics, including churn, repeat rate, LTV, engagement, and revenue per user, and improve performance through regular testing.
- Work closely with the Marketing, Product, Growth, and Customer Support teams, represent customer feedback internally, and manage retention-related budgets.
Customer Retention Manager
The Man Company
03.2024 - 10.2025
- Architected data-driven retention and loyalty strategies, increasing the repeat purchase rate from 27% to 45%, and driving an overall revenue uplift of 18%.
- Built customer segmentation frameworks using behavioral and cohort analysis, reducing churn by 14%, and improving customer lifetime value by 22%.
- Launched and scaled personalized retention and reactivation campaigns across email, WhatsApp, and SMS, improving the cart recovery rate by 26% and increasing AOV by 11%.
Customer Success Manager
Shiprocket
04.2022 - 03.2024
- Led end-to-end customer onboarding and complex integrations, driving faster time-to-value, and strong product adoption.
- Owned and grew key customer accounts as the primary point of contact, focusing on retention, expansion, and long-term value.
- Partnered with product and marketing teams to align platform capabilities with customer business objectives.
- Designed and executed CRM and lifecycle strategies for D2C brands, delivering a 25% increase in open rates, and a 30% revenue uplift.
Education
MBA - Marketing
Apeejay School of Management
Delhi, India 04.2001 -
Bachelor of Science - Computer Applications Development
Jamia Hamdard
Delhi, India 04.2001 -
Skills
- Customer Retention and Lifecycle Management
- CRM and Marketing Automation
- Customer Segmentation and Behavioral Analysis
- Stakeholder Communication and Relationship Management
- Churn Reduction and Repeat Growth Strategies
- Campaign Strategy and Execution
- Data Driven Decision Making
- Cross Functional Collaboration
Timeline
Senior Customer Retention Manager
Lifecell International
10.2025 - Current
Customer Retention Manager
The Man Company
03.2024 - 10.2025
Customer Success Manager
Shiprocket
04.2022 - 03.2024
MBA - Marketing
Apeejay School of Management
04.2001 -
Bachelor of Science - Computer Applications Development
Jamia Hamdard
04.2001 -