Role Overview

We are looking for a
CRM & Retention Manager
to drive repeat purchases, improve customer lifetime value (LTV), and build robust customer loyalty across our D2C brands.

This role will own the entire
post-purchase customer journey
—from onboarding to repeat orders, refills, and reactivation—using channels like
WhatsApp, email, SMS, and calls
.

You will play a key role in turning one-time buyers into long-term customers and maximizing revenue from our existing customer base.

Key Responsibilities
Customer Retention & Revenue Growth
- Own and improve
repeat purchase rates and customer lifetime value (LTV)
- Build strategies to convert first-time buyers into repeat customers
- Drive refill and subscription-like behavior
across key products
- Identify and reduce customer churn

CRM & Lifecycle Marketing
- Design and execute
automated customer journeys
(onboarding, engagement, refill, win-back)
- Manage campaigns across
WhatsApp, SMS, email, and push notifications
- Build customer segmentation
based on behavior,



product usage, and purchase patterns
- Personalize communication to improve conversion rates

Reactivation & Loyalty
- Create and execute
win-back campaigns
for inactive customers
- Develop and manage
loyalty programs, rewards, referrals, and memberships
- Build cross-sell and upsell flows
to increase AOV and product adoption

Data & Performance Tracking
- Track and optimize key metrics like:
- Repeat purchase rate (30/60/90 day)
- Customer retention rate
- Revenue from existing customers
- LTV and AOV
- Campaign conversion rates
- Analyze customer cohorts and identify growth opportunities

Collaboration & Execution
- Work closely with
marketing, product, and customer support teams
- Coordinate with sales/tele-calling teams
for refill and high-intent conversions
- Ensure all communications are
on-brand and compliant
(especially for healthcare products)

📌 CRM & Retention Manager (Mumbai)
🏢 Altrone
📍 Mumbai