CRM & Growth Marketing Manager

Role Overview

We are looking for a CRM & Growth Marketing Manager with 5+ years of deep retention experience and an engineering foundation to build, automate, and scale our customer lifecycle marketing. In this role, you will be the architect of our retention strategy. You will design automated user journeys, set up intelligent trigger frameworks, and manage key conversational and direct communication channels (WhatsApp, Email, SMS, App Push). If you have strong systems-thinking abilities, thrive on behavioral cohort data, and know how to drive measurable repeat rates and LTV, this role offers an incredible canvas.

Role & responsibilities

1. Retention & Lifecycle Strategy

• End-to-End Funnel Ownership: Own the entire lifecycle journey across customer touchpointsfrom onboarding, first-event activation, and engagement to repeat purchase, win-back, and churn prevention.
• Metric Accountability: Move needle metrics across Repeat Purchase Rate, Customer Lifetime Value (LTV), 30/60/90-day Churn Rate, and Active User Retention.
• Cohort & Behavioral Analytics: Identify drop-off stages in user cohorts and design targeted intervention triggers to revive dormant or dropping users.

2. CRM, Automation & Systems Architecture

• Automation Workflows: Architect, deploy, and scale complex, multi-touch event-triggered workflows and personalized communication loops.
• Segmentation Engine: Build dynamic behavioral segmentation models based on user activity, transaction recency/frequency, preferences, and spending patterns.
• Continuous Experimentation: Lead structured A/B and multivariate testing frameworks across copy, send-time optimization, channel mix, cadence, and personalized incentives.

3. Channel Management & Conversational Commerce

• Channel Leadership: Lead and optimize retention channels with primary focus on WhatsApp Marketing & Conversational Commerce, alongside Email, SMS, App Push/In-App notifications, and emerging direct channels.
• Brand & Content Consistency: Ensure personalized, brand-aligned communication tailored to customer segments without causing notification fatigue or opt-outs.

4. Cross-Functional Collaboration

• Growth & Performance Integration: Partner closely with Performance Marketing to bridge user acquisition with instant, contextual onboarding and activation loops.
• Brand & Creative Synergy: Work with Creative and Content teams to produce high-converting copy and multimedia assets for CRM campaigns.
• Events & Promotional Calendar: Align lifecycle triggers and broadcast campaigns with live event schedules, major drops, and seasonal promotional calendars.

Preferred candidate profile

Experience: 5+ years of dedicated, hands-on experience in CRM, Lifecycle Marketing, and Customer Retention.

Domain Background: Prior experience in a high-growth D2C brand or consumer internet / mobile app ecosystem is strongly preferred.

Tool Stack & Tech Fluency: Hands-on mastery of modern consumer CRM/automation stacks (e.g., MoEngage, WebEngage, CleverTap, HubSpot, or similar customer engagement platforms).

Conversational Commerce: Proven track record of leveraging WhatsApp APIs and conversational marketing platforms to drive conversions and customer engagement.

Analytical Prowess: Deep comfort with event-driven data models, cohort retention tables, customer segmentation algorithms, and attribution analytics.

Execution Mindset: Self-driven, comfortable navigating fast-paced consumer environments, and obsessed with measurable business outcomes.