Role: Retention / CRM Executive
Experience: 1.5 - 3 years
Location: Gurugram, Sector-24 (In office)
Budget: 6 - 7 LPA

Role description:

We need someone to own customer retention. Your job: get existing customers to buy again. You'll run email, WhatsApp, and push campaigns. You'll analyze cohorts to find what's working. You'll build flows that nudge customers to repurchase and try new categories. This is a hands-on execution role. You'll report to the founders.

What You'll Do

Set up and run automated flows on WebEngage/MoEngage: welcome series, replenishment reminders, win-back campaigns, cross-sell nudges
Write copy for emails and WhatsApp messages (or brief the content team clearly)
Analyze customer data: cohort behavior, repeat rates, time between purchases, category cross-over
Run A/B tests on subject lines, timing, offers, messaging
Track and report on retention metrics weekly: repeat rate, orders per customer, LTV, campaign performance
Identify what's working and double down kill what's not

You'll Be Measured On

Repeat purchase rate
Orders per customer




Revenue from CRM campaigns (email + WhatsApp)
LTV improvement
Campaign engagement (open rates, click rates, conversions)

Requirements

1.5–3 years in CRM, lifecycle marketing, or retention roles
Hands-on experience with at least one CRM tool (WebEngage, MoEngage, Klaviyo, CleverTap)
Strong in Excel/Sheets (pivot tables, lookups, basic data manipulation)
Comfortable with data (you can pull a cohort analysis, not just read one someone else made)
Experience with WhatsApp marketing (not just email)
Clear written communication (you'll write or brief campaign copy)

Good to Have

D2C or e-commerce experience
Beauty/personal care category experience
SQL basics
Experience with Shopify

Who This Role is NOT For

If you've only done email marketing without looking at data – not a fit
If you need someone to tell you what campaigns to run – not a fit
If you're looking for a team to manage – this is an individual contributor, hands-on role

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