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.