CRM Manager- D2C

Role: CRM Manager – D2C
Location: Gurgaon (Work From Office)
Our client, one of India's leading consumer tech brands, is seeking for CRM Manager.
Key Responsibilities
Own and drive the overall CRM and retention strategy across Email, WhatsApp, SMS,
Push Notifications and other retention channels.
Develop and manage end-to-end customer lifecycle journeys including onboarding,
activation, abandoned cart, repeat purchase, cross-sell/up-sell, win-back, loyalty and
reactivation.
Build and implement customer segmentation and personalization strategies based on
customer behavior, purchase history, engagement, cohorts, RFM and other relevant data
points.
Own the CRM campaign calendar, ensuring timely execution, prioritization and
alignment with business and growth objectives.
Define, monitor and optimize key CRM KPIs including open rates, CTR, conversion,
retention, repeat purchase rate, customer lifetime value and revenue contribution.
Leverage CRM platforms such as MoEngage, WebEngage, CleverTap, Netcore, Klaviyo,
HubSpot, etc. to build campaigns, automations and customer journeys.
Drive A/B testing and experimentation across communication, offers, creatives,
frequency, segmentation and journey flows to improve customer engagement and
conversions.
Work closely with Growth, D2C, Performance Marketing, Product, Design and Analytics
teams to build integrated customer experiences.
Analyze CRM and customer data to identify growth, retention and revenue
opportunities, and translate insights into actionable campaigns.
Establish CRM dashboards and reporting mechanisms to track campaign performance and
business impact.
Stay updated on emerging CRM, lifecycle marketing, personalization and retention
trends and identify opportunities to improve the overall CRM ecosystem.
Manage and mentor CRM team members/agency partners, where applicable, and ensure
high-quality execution of campaigns and initiatives.
What We’re Looking For
4–7 years of experience in CRM, Retention Marketing, Lifecycle Marketing, D2C
Marketing or related roles.
Strong hands-on experience with CRM platforms such as MoEngage, WebEngage,
CleverTap, Netcore, Klaviyo, HubSpot, or similar tools.
Strong understanding of customer lifecycle management, segmentation, personalization
and retention strategies.
Demonstrated experience in driving repeat purchases, customer retention and revenue
through CRM channels.
Strong analytical mindset with the ability to interpret customer and campaign data and
convert insights into actionable strategies.
Experience in campaign planning, automation, experimentation and customer journey
optimization.
Strong cross-functional collaboration skills with experience working with Growth, D2C,
Performance Marketing, Product, Design and Analytics teams.
Prior experience in D2C, E-commerce, Consumer Brands or Startup environments is
preferred.
Excellent communication, project management and stakeholder management skills.

Work arrangement
No