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 strong 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 robust
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.

About Encompass:
Encompass, a publicly listed company, is a House of Brands focused on building high-impact premium
D2C brands. Our current brands span across home, lifestyle, and gourmet food categories.
The current brand portfolio includes:
Stoa Paris - A premium home and lifestyle brand offering French-inspired bedsheets, comforters, and
home décor, focused on modern design, comfort, and quality materials.
Small Batch - A gourmet food brand offering chef-crafted, small-batch sauces and condiments designed
to bring premium dining flavours into everyday meals.
Blisshomes - A bold, youth-focused lifestyle brand offering personality-driven home and lifestyle products
designed for modern, expressive spaces.

📌 CRM Lead (Mumbai)
🏢 EnCompass
📍 Mumbai