About the role

MillD is very good at acquiring customers — retention is the next lever, and it's where the biggest LTV gains sit. We're looking for a Retention & Lifecycle Manager to own our CRM and retention engine end to end: WhatsApp and email flows, the subscription programme, and the growth-tech stack behind them. You'll own the relationship with the customer after the first order and be accountable for turning first-time buyers into repeat, subscribed, long-term ones.

This is a build-and-own role for someone who runs lifecycle as a system — flows, segmentation, triggers, and tooling — and measures themselves on repeat behaviour, not sends.

What you'll own

- Lifecycle flows end to end — build and run the WhatsApp and email programme (welcome/education, subscribe-and-save nurture, newsletter, win-back), owning segmentation, triggers, and timing off real reorder-cycle data.
- Subscription programme — drive adoption and retention of the autopay subscription (our structural fix for the reorder cycle); own the subscriber journey from opt-in through long-term retention.
- The retention stack (growth tech) — own the CRM/automation platform (KwikEngage) and adjacent tools (subscription/autopay, AI calling) end to end: setup, integrations, flow logic, and performance.
- Deliverability & tracking hygiene — own email deliverability, domain authentication, and clean UTM/tracking across retention touchpoints.
- Reactivation — own the win-back motion for lapsed and dormant customers.
- Referral & loyalty (as it comes online) — help evaluate and run referral/loyalty programmes in line with our economics.
- Reporting — own retention reporting: repeat rate, cohort curves, subscription base, reactivation, and retention's contribution to lowering blended CAC.

What we're looking for





- 2–6 years in retention / CRM / lifecycle at a D2C or consumer brand.
- Hands-on ownership of a lifecycle automation platform (e.g. KwikEngage, WebEngage, CleverTap, Klaviyo) — you've built the flows yourself, not briefed an agency to.
- A track record of moving repeat rate and LTV, with the cohort data to show it.
- Strong command of segmentation, triggered journeys, deliverability, and the technical side of the stack.
- Comfort building a programme from an early stage rather than optimising a mature one.

Important — how we think about retention: MillD does not discount. Our data is explicit that discount-driven customers repeat far worse, so our retention lever is subscription and lifecycle value — anchored on our product's protein density (46g/100g) and per-serving value (~₹20/serving) — not coupons, cart discounts, or points-for-purchase. If your retention playbook depends on promo, this isn't the right fit. We frame retention as a CAC-reduction lever, and we build loyalty on product value.

This is not the right role if you're an email designer, an agency-managed CRM coordinator, or someone whose retention toolkit is mainly discounting — this role owns strategy, tooling, and repeat outcomes.

Nice to have

- Experience with subscription / autopay programmes.
- Food, health, or nutrition category exposure.
- WhatsApp-led retention experience (India-market CRM).
- Familiarity with referral/loyalty platforms.

How success is measured

Repeat rate and repeat@30d; reduction in one-and-done customers; subscription adoption and retained subscriber base; reactivation of lapsed customers; existing-customer revenue and retention's contribution to blended CAC. Specific targets are set in a 30/60/90 plan on joining.

Pay: ₹500,000.00 - ₹800,000.00 per year

Work Location: In person

📌 Retention Specialist (India)
🏢 MILLD
📍 India