Retention/CRM Executive

Role description:

We need someone to own customer retention. Your job: get existing customers to buy again. You'll run email, WhatsApp, and push campaigns. You'll analyze cohorts to find what's working. You'll build flows that nudge customers to repurchase and try new categories. This is a hands-on execution role. You'll report to the founders.

What You'll Do

• Set up and run automated flows on WebEngage/MoEngage: welcome series, replenishment reminders, win-back campaigns, cross-sell nudges
• Write copy for emails and WhatsApp messages (or brief the content team clearly)
• Analyze customer data: cohort behavior, repeat rates, time between purchases, category cross-over
• Run A/B tests on subject lines, timing, offers, messaging
• Track and report on retention metrics weekly: repeat rate, orders per customer, LTV, campaign performance
• Identify what's working and double down kill what's not

You'll Be Measured On

• Repeat purchase rate
• Orders per customer
• Revenue from CRM campaigns (email + WhatsApp)
• LTV improvement
• Campaign engagement (open rates, click rates, conversions)

Requirements

• 1.5–3 years in CRM, lifecycle marketing, or retention roles
• Hands-on experience with at least one CRM tool (WebEngage, MoEngage, Klaviyo, CleverTap)
• Strong in Excel/Sheets (pivot tables, lookups, basic data manipulation)
• Comfortable with data (you can pull a cohort analysis, not just read one someone else made)
• Experience with WhatsApp marketing (not just email)
• Clear written communication (you'll write or brief campaign copy)

Good to Have

• D2C or e-commerce experience
• Beauty/personal care category experience
• SQL basics
• Experience with Shopify

Who This Role is NOT For

• If you've only done email marketing without looking at data – not a fit
• If you need someone to tell you what campaigns to run – not a fit
• If you're looking for a team to manage – this is an individual contributor, hands-on role