Roles & Responsibilities

- Own and scale customer retention, repeat purchase, and lifecycle marketing initiatives for D2C and e-commerce brands.

- Design and execute end-to-end customer lifecycle journeys across WhatsApp, Email, SMS, and CRM automation platforms.

- Build structured retention programs to improve repeat purchase rate, customer lifetime value (LTV), engagement, and retention-driven revenue.

- Develop and optimize customer engagement strategies across acquisition-to-retention funnels.

- Build and manage WhatsApp automation workflows including welcome journeys, abandoned cart flows, post-purchase engagement, reorder reminders, and win-back campaigns.

- Execute broadcast campaigns with advanced segmentation and targeting strategies.

- Optimize campaign messaging, copy, CTA, timing, and frequency to maximize engagement and conversions.

- Work extensively with CRM and customer behavior data to create audience segments based on purchase behavior, lifecycle stage, engagement patterns, and purchase frequency.

- Perform cohort analysis to identify customer drop-offs, retention opportunities, and revenue improvement areas.

- Track and analyze key retention KPIs including Repeat Purchase Rate, Customer Lifetime Value (LTV), retention revenue, engagement metrics, and campaign performance.

- Manage and optimize lifecycle marketing tools such as Klaviyo, CleverTap, WebEngage, WhatsApp automation platforms, and CRM systems.

- Build scalable, automated, and conversion-focused workflows that improve customer retention and lifecycle engagement.

- Collaborate with creative, growth, and product teams to align retention strategies with overall business goals.

- Stay updated with D2C retention trends, CRM best practices, and customer engagement strategies.

Ideal Candidate Criteria

- 2+ years of hands-on experience in D2C Retention Marketing, CRM Marketing, or Lifecycle Marketing roles.

- Strong experience managing customer retention and repeat purchase programs for D2C, E-commerce, or consumer brands.

- Proven expertise designing and executing end-to-end lifecycle journeys across WhatsApp, Email, and SMS channels.

- Strong hands-on experience with WhatsApp Marketing and Automation including chatbot flows, broadcasts, segmentation, and conversion optimization.

- Deep understanding of retention metrics including Repeat Purchase Rate, Customer Lifetime Value (LTV), retention revenue, and engagement analytics.

- Strong experience working with CRM data, customer segmentation, lifecycle analysis, and cohort analysis.

- Hands-on expertise with lifecycle marketing and automation platforms such as Klaviyo, CleverTap, WebEngage, WhatsApp automation tools, and CRM systems.

- Proven ability to build, optimize, and scale automated retention workflows and customer engagement systems.

- Strong analytical mindset with the ability to derive actionable insights from customer and campaign data.

- Experience working with D2C, E-commerce, Consumer Goods, FMCG, or digitally native brands is mandatory.

- In-house D2C brand experience will be preferred over agency-only experience.

- Strong communication, collaboration, and stakeholder management skills.

Perks, Benefits & Work Culture

- Highly collaborative, innovative, and growth-oriented work environment.

- Opportunity to work on high-impact customer engagement and retention initiatives.

- Exposure to fast-growing D2C and consumer brand ecosystems.

- Opportunity to contribute to new product launches and customer growth strategies.

- Competitive salary and career growth opportunities.