CRM & Retention Manager

Role Overview

We are looking for a CRM & Retention Manager to drive repeat purchases, improve customer lifetime value (LTV), and build strong customer loyalty across our D2C brands.

This role will own the entire post-purchase customer journey—from onboarding to repeat orders, refills, and reactivation—using channels like WhatsApp, email, SMS, and calls.

You will play a key role in turning one-time buyers into long-term customers and maximizing revenue from our existing customer base.

• Own and improve repeat purchase rates and customer lifetime value (LTV)
• Build strategies to convert first-time buyers into repeat customers
• Drive refill and subscription-like behavior across key products
• Identify and reduce customer churn

• Design and execute automated customer journeys (onboarding, engagement, refill, win-back)
• Manage campaigns across WhatsApp, SMS, email, and push notifications
• Build customer segmentation based on behavior, product usage, and purchase patterns
• Personalize communication to improve conversion rates

• Create and execute win-back campaigns for inactive customers
• Develop and manage loyalty programs, rewards, referrals, and memberships
• Build cross-sell and upsell flows to increase AOV and product adoption

• Track and optimize key metrics like:
• Repeat purchase rate (30/60/90 day)
• Customer retention rate
• Revenue from existing customers
• LTV and AOV
• Campaign conversion rates
• Analyze customer cohorts and identify growth opportunities

• Work closely with marketing, product, and customer support teams
• Coordinate with sales/tele-calling teams for refill and high-intent conversions
• Ensure all communications are on-brand and compliant (especially for healthcare products)