Role & responsibilities

- Design and run lifecycle programmes across email, WhatsApp, SMS, push and in-app onboarding, replenishment, win-back and loyalty.
- Own replenishment mechanics and reorder nudges; adherence is the retention battle and the first three cycles decide it.
- Build RFM and cohort segments; personalise offers and content; run loyalty and referral programmes.
- Activate the eGenome B'spoke interlinkage in CRM surface 'BSpoke to you' recommendations to deepen relevance and stickiness.
- Partner with Creative and Insights on lifecycle content and triggers.
- Own retention analytics: repeat rate, churn, LTV and cohort curves.

Preferred candidate profile

- 47 years in CRM / lifecycle / retention within D2C, e-commerce or subscription
- Hands-on with a CRM / martech platform (WebEngage, MoEngage, CleverTap, Klaviyo or similar)
- Robust analytical grounding in cohorts and LTV

SUCCESS METRICS

Repeat-purchase rate • Reorder / replenishment rate • Retention / churn • Customer LTV • CRM-attributed revenue • Loyalty and referral participation

📌 CRM Manager Repeat & Retention (Haryana)
🏢 Epigenome.Ai Fundamental Research
📍 Haryana