CRM & Retention Manager

About the role

CRM & Retention Manager

What you’ll do

• Lead the end-to-end CRM and retention strategy for Plum, BodyLovin’ across email, SMS, WhatsApp, and app-based channels.
• Build segmentation and journey frameworks to improve retention rate, repeat purchase frequency, and overall LTV.
• Collaborate with brand, tech, and creative teams to design personalized, high-converting customer journeys.
• Lead the loyalty and rewards program roadmap and optimize ongoing engagement initiatives.
• Define, implement, and govern CRM technology capabilities, ensuring data hygiene, access rights, and consistent reporting.
• Drive data-backed experimentation — A/B testing, campaign optimization, and metric analysis to enhance performance (CSAT, NPS, CTR).
• Create dashboards and reports for key CRM metrics to enable agile decision-making.
• Stay ahead of market trends and competitor practices to refine CRM approaches continuously.

What we’re looking for

• MBA or equivalent with 3–6 years of experience in CRM, retention marketing, or lifecycle management — preferably in Agencies, D2C, e-commerce, or beauty/personal care.
• Strong understanding of CRM platforms (WebEngage, MoEngage, or equivalent) and multi-channel marketing (Email, SMS, WhatsApp).
• Analytical mindset with proficiency in Excel, data visualisation, and reporting.
• Experience with customer segmentation, A/B testing, and personalisation at scale.
• High ownership, collaboration skills, and the ability to translate insights into actionable strategies.
• Strong communication and stakeholder management skills with a bias for execution

Why this role matters

At Plum, our customers are at the heart of everything we do. As the CRM & Retention Manager, you’ll be the bridge between our data, our brand, and our people — ensuring every message feels personal, every journey adds value, and every customer relationship strengthens with time. Your work will shape how customers experience Plum — not just once, but for years to come.

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