JOB DESCRIPTIONCRM Executive – E-commerce

Company: K-95 Foods Private Limited

Brand: Toyo Kombucha

Location: Kamla Nagar, Recent Delhi

Experience: 1–3 Years

Employment Type: Full-Time

About Toyo Kombucha

Toyo Kombucha is a growing healthy beverage brand on a mission to replace unhealthy beverages with better, healthier alternatives . With a rapidly expanding product portfolio and presence across E-commerce and Quick Commerce platforms, we are looking for a sharp and data-driven CRM professional who can take ownership of customer relationships, retention, and e-commerce CRM operations.

Role Overview

We are looking for a CRM Executive with hands-on E-commerce experience who understands customer behaviour, retention, repeat purchases, marketplace data, and CRM campaigns.

The ideal candidate should be highly analytical, proactive, commercially aware, and comfortable working with large datasets . You will work closely with the E-commerce, Marketing, Sales and Operations teams to improve customer retention and revenue.

Key Responsibilities

1. CRM & Customer Retention

- Manage customer lifecycle from acquisition to repeat purchase.
- Analyse new, returning, inactive and high-value customers.
- Develop strategies to improve repeat purchase rate, retention and customer lifetime value.
- Identify customer drop-offs and recommend corrective actions.
- Build customer segmentation based on purchase behaviour, frequency, geography, SKU preference and order value.

2. E-commerce CRM

- Manage CRM activities across E-commerce and D2C channels.
- Analyse sales and customer data from platforms such as Amazon, Flipkart, marketplaces and D2C channels.
- Track customer acquisition, repeat orders, AOV, conversion and retention metrics.
- Identify high-performing and underperforming products/categories.
- Coordinate with marketing teams for offers, campaigns,



promotions and customer engagement initiatives.

3. Campaign Management

- Plan and execute WhatsApp, Email, SMS and other CRM campaigns.
- Create customer segments for targeted campaigns.
- Track campaign performance including open rate, CTR, conversion, revenue and ROI.
- Conduct A/B testing of offers, communication and customer segments.
- Maintain a structured CRM campaign calendar.

4. Data Analysis & Reporting

- Prepare daily/weekly/monthly CRM reports.
- Analyse customer cohorts and purchase patterns.
- Track:
- Repeat Purchase Rate
- Customer Retention
- Customer Lifetime Value
- Average Order Value
- Customer Acquisition Cost
- Churn
- Conversion Rate
- Campaign ROI
- Identify trends, gaps and opportunities from customer data.
- Present actionable insights to management.

5. Customer Experience

- Analyse customer complaints, reviews and feedback to identify recurring issues.
- Work with internal teams to improve customer experience.
- Identify reasons for cancellations, refunds, low ratings and repeat-purchase drop-offs.
- Develop initiatives to improve customer satisfaction and loyalty.

Must-Have Skills
- 1–3 years of relevant CRM/E-commerce experience.
- Hands-on experience with E-commerce/D2C businesses .
- Strong Excel/Google Sheets skills.
- Strong analytical and logical thinking.
- Understanding of customer segmentation and retention.
- Experience with CRM campaigns and customer databases.
- Good understanding of E-commerce metrics.




- Ability to convert raw data into actionable business insights.
- Excellent communication and coordination skills.
- High ownership and accountability.

Preferred Experience Candidates from FMCG, D2C, Food & Beverage, Consumer Brands, E-commerce or Retail will be preferred.

Experience with platforms/tools such as Shopify, Amazon, Flipkart, WooCommerce, Klaviyo, MoEngage, WebEngage, CleverTap, Interakt, WhatsApp Business or similar CRM tools will be an advantage.

What We Are Looking For

We are not looking for someone who only executes CRM campaigns .

We need someone who can look at the data and answer questions such as:

- Why are customers not purchasing again?
- Which customers are most likely to repurchase?
- Which SKU is driving repeat purchases?
- Which campaign generated actual revenue?
- Where are we losing customers?
- Which customer segment should receive which offer?
- How can we increase customer lifetime value?

The candidate should be someone who thinks beyond reports and takes ownership of the outcome.

Key Performance Indicators

- Improvement in repeat purchase rate
- Customer retention and reactivation
- CRM-generated revenue
- Campaign ROI
- Customer Lifetime Value
- Reduction in customer churn
- Improvement in customer engagement
- Accuracy and timeliness of CRM reporting

Why Join Toyo Kombucha?
- Work directly with a rapidly growing consumer brand.
- Opportunity to work across CRM, E-commerce, Marketing and Data Analytics .
- High ownership and decision-making responsibility.
- Opportunity to build CRM systems and processes from the ground up.
- Work in a rapid-paced startup environment where ideas can directly impact business growth.

Location: Kamla Nagar, New Delhi Experience: 1–3 Years

- Industry Preference: FMCG / D2C / E-commerce / Food & Beverage / Consumer Brands

📌 Customer Relationship Management Specialist (Civil Lines)
🏢 Toyo Kombucha
📍 Civil Lines