Role Overview

We are looking for a CRM Lead to own and scale customer retention, engagement, and lifecycle growth across our D2C brands. This role is ideal for someone with a robust analytical and engineering mindset who understands how to build automated customer journeys, optimize retention funnels, and drive repeat revenue through data-led interventions.

The candidate should have prior experience working with a D2C brand in a lifecycle/CRM/retention role, with hands-on exposure to CRM platforms, WhatsApp marketing, and multi-channel customer engagement ecosystems.

Key Responsibilities

Retention Strategy

- Own end-to-end lifecycle marketing strategy across acquisition-to-retention funnels.
- Design and optimize customer journeys across onboarding, activation, engagement, repeat purchase, and reactivation stages.
- Improve retention metrics including repeat rate, LTV, churn reduction, and customer engagement.

CRM & Automation

- Manage and optimize CRM platforms and marketing automation tools.
- Build automated workflows, segmentation frameworks, and trigger-based communication journeys.
- Implement lifecycle experiments and continuously improve flows through testing and iteration.

Channel Management





- Lead retention channels including:

WhatsApp marketing

Email marketing

SMS

Other emerging retention channels

- Ensure consistent and personalized communication across all customer touchpoints.

Cross-functional Collaboration

- Collaborate with Performance Marketing, Creative, and brand teams to ensure lifecycle integration across the customer journey.
- Align lifecycle initiatives with brand campaigns, launches, and promotional calendars.

Ideal Candidate Profile

- 8+ years of experience in CRM / Retention roles.
- An engineering degree is mandatory, with preference for candidates who demonstrate strong analytical, systems-thinking, and data-driven problem-solving capabilities.
- Prior experience working with a D2C or consumer internet brand is preferred.
- Hands-on experience with CRM and automation tools (e.g., MoEngage, WebEngage, CleverTap, HubSpot, Klaviyo, etc.).
- Experience managing WhatsApp and conversational commerce platforms.
- Strong understanding of customer funnels, segmentation, and lifecycle metrics.
- Comfortable working in a fast-paced, experimentation-driven environment.

📌 CRM Lead (Mumbai)
🏢 Hector and Streak Consulting
📍 Mumbai