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.
Hand

📌 CRM Lead (Mumbai)
🏢 EnCompass
📍 Mumbai