CRM, Retention & Automation Lead

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We are looking for a CRM, Retention & Automation Lead to own the full customer lifecycle from first interaction to repeat purchase and long-term loyalty.

This role goes beyond email marketing. You will lead CRM strategy, WhatsApp and omnichannel automation, lifecycle journeys, segmentation, and retention analytics to improve repeat purchase rate, LTV, and customer engagement.

You will be the single owner of automated customer communication across email, WhatsApp, SMS, and CRM platforms.

• Own and optimize end-to-end customer lifecycle
• Build journeys for new users, repeat buyers, high-value cohorts, and churn-risk users
• Drive retention %, repeat purchase rate, and LTV

• Build and optimize automated flows: onboarding, post-purchase, replenishment, upsell, and win-back
• Improve subject lines, timing, segmentation, and revenue contribution

• Design WhatsApp flows for cart abandonment, order → usage → reorder, and feedback
• Ensure value-driven, non-spammy communication
• Align email, WhatsApp, SMS, and push into unified journeys

• Create segments based on behavior, value, product cycles, and intent
• Deliver personalized messaging at scale

• Own CRM and automation tools (Klaviyo / MoEngage / CleverTap / WebEngage or similar)
• Manage WhatsApp tools (AISensy, WATI, Interakt, etc.)
• Track retention, repeat rate, LTV, and CRM-driven revenue
• Run A/B tests and share insights with leadership

• Work with performance marketing, customer support, product, and brand teams
• Convert customer insights into better automation and journeys

Experience

• 3–5 years in CRM, lifecycle, retention, or automation

• D2C / FMCG / Pharma / Wellness / E-commerce experience preferred

Skills

• CRM & lifecycle strategy
• Email and WhatsApp automation
• Segmentation, personalization, and cohort analysis
• Data-driven decision making

Tools (any 3–4):

• Klaviyo, MoEngage, CleverTap, WebEngage
• AISensy, WATI, Interakt
• Shopify / WooCommerce CRM integrations
• Google Analytics & dashboards

✔ Strong ownership mindset

✔ Retention-first, customer-obsessed

✔ Strategic thinker with hands-on execution

✔ Understands brand tone and customer psychology

✔ Builds scalable, automation-first systems

• Retention & repeat purchase growth
• CRM-driven revenue
• Customer lifetime value (LTV)
• Engagement across CRM channels