CRM, Retention & Automation

Job description

Role Overview
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, Whats App 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, Whats App, SMS, and CRM platforms.

Key Responsibilities
1. Customer Lifecycle & Retention 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
2. Email & Automation Build and optimize automated flows: onboarding, post-purchase, replenishment, upsell, and win-back
Improve subject lines, timing, segmentation, and revenue contribution
3. Whats App & Omnichannel Automation Design Whats App flows for cart abandonment, order → usage → reorder, and feedback
Ensure value-driven, non-spammy communication
Align email, Whats App, SMS, and push into unified journeys
4. Segmentation & Personalization Create segments based on behavior, value, product cycles, and intent
Deliver personalized messaging at scale
5. Tools, Data & Optimization Own CRM and automation tools (Klaviyo / MoEngage / Clever Tap / Web Engage or similar)
Manage Whats App tools (AISensy, WATI, Interakt, etc.)
Track retention, repeat rate, LTV, and CRM-driven revenue
Run A/B tests and share insights with leadership
6. Cross-Functional Collaboration Work with performance marketing, customer support, product, and brand teams
Convert customer insights into better automation and journeys

Ideal Candidate
Experience
3–5 years in CRM, lifecycle, retention, or automation
D2C / FMCG / Pharma / Wellness / E-commerce experience preferred
Skills
CRM & lifecycle strategy
Email and Whats App automation
Segmentation, personalization, and cohort analysis
Data-driven decision making
Tools (any 3–4):
Klaviyo, MoEngage, Clever Tap, Web Engage
AISensy, WATI, Interakt
Shopify / Woo Commerce CRM integrations
Google Analytics & dashboards
What We’re Looking For
✔ Strong ownership mindset
✔ Retention-first, customer-obsessed
✔ Strategic thinker with hands-on execution
✔ Understands brand tone and customer psychology
✔ Builds scalable, automation-first systems
KPIsRetention & repeat purchase growth
CRM-driven revenue
Customer lifetime value (LTV)
Engagement across CRM channels