Customer Retention Manager

Job Description

Job Title: Customer Lifecycle Manager Location: Dehradun Experience: 4-8 years in CRM, Retention Marketing, or Lifecycle Management for FMCG/D2C brands. About Kiwi Kisan Window Kiwi Kisan Window is an omnichannel FMCG brand offering 250+ healthy & unique flavors of India including: Healthy Kitchen Essentials:Pulses, oils, spices, flours, millets, dry fruits Healthy Snacks & Beverages: Trail mixes, mukhwas, millet noodles, teas, and functional drinks Retail Stores: 8 - Scaling to 35 by March 2026 D2C Website & Quick Commerce: Rapid 10x scale-up across Zepto, Blinkit, Instamart As featured on Shark Tank India (Season 4, Episode 5), we're on a mission to redefine how India eats - and we're hiring a Customer Lifecycle Manager to build powerful retention journeys and maximize LTV. Role Overview You'll be responsible for designing and managing the entire post-acquisition journey - from welcome flows and onboarding to churn win-backs and loyalty campaigns for both online and offline customer. Your goal: maximize repeat purchase rate, AOV, and customer lifetime value across channels. Key Responsibilities 1 Lifecycle Strategy & Planning - Map customer journeys and identify key lifecycle stages: new, active, high-value, dormant, churned - Define communication triggers and touchpoints for each stage across email, WhatsApp, SMS, web notification. - Segment customers using RFM and behavior data to personalize messaging 2 CRM & Automation Campaigns - Build and optimize flows using tools like Bitespeed, Shopify, WebEngage, MoEngage, or any CRM. - Manage welcome sequences, reorder nudges, replenishment flows, loyalty campaigns, and subscription renewals - A/B test content, send times, discount strategies, and CTAs to improve performance 3 Data-Driven Retention & Upsell Tactics - Monitor KPIs : Repeat Rate, LTV, CAC Payback, Churn Rate, AOV - Launch cross-sell and bundling campaigns (e.g., "Healthy Snacking Add-ons", "Smart Kitchen Combos") - Identify at-risk customers and trigger win-back campaigns with curated offers and storytelling 4 Loyalty, Referral & Subscription Programs - Build scalable loyalty/reward frameworks to increase stickiness and repeat frequency - Partner with tech/ops to launch or improve a subscription model for core SKUs (ghee, oils, snacks) - Drive referral marketing loops and build community features to deepen brand connection 5 Collaboration & Insights - Collaborate with - CX, product, and brand teams- to improve journey gaps and UX - Translate customer feedback and ticket trends into better communication and retention triggers - Present - monthly lifecycle dashboards- to founders and growth leads Key Performance Indicators (KPIs) - Repeat Purchase Rate- : Target - 70% within 45 days - Customer Lifetime Value (LTV):- Increase LTV by 30% over 6 months - Churn Rate:- Reduce drop-off from first-time buyers by 25% - AOV Growth:- Drive bundling and upsell strategies that lift average order value - WhatsApp Metrics:- Open rate - 50%, CTR - 10%, Unsub < 0.5% Who Should Apply ? - 4-8 years experience in CRM, retention, or lifecycle marketing for FMCG, D2C, or subscription-based brands - Hands-on with BiteSpeed, Shopify, Advance Excel, AI and any other CRM. - Strong command of customer segmentation, behavioral data, and funnel analytics. - Creative and analytical mindset - able to test, learn, and scale rapidly - Familiarity with Shopify, GA4, Meta pixel tracking, and attribution modeling. - Bonus if you've worked at: The Whole Truth, Farmley, Yoga Bar, Epigamia, Slurrp Farm, etc. Why Join Kiwi Kisan Window ? - Lead retention strategy- for a brand scaling 10x across D2C and retail - Own the entire lifecycle function- from first touch to brand loyalty - Collaborate with founders- and top-tier teams to build a customer-obsessed company - Work in a Shark Tank-featured company- shaping the future of food in India Job Types: Full-time, Permanent Pay: ₹30,000.00 - ₹50,000.00 per month Benefits: Paid sick time Paid time off Schedule: Day shift Morning shift Ability to commute/relocate: Dehradun, Uttarakhand: Reliably commute or planning to relocate before starting work (Preferred) Experience: Bitespeed Software: 1 year (Required) Work Location: In person