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 strong 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 contemporary 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.

Skills: crm,customer,automation tools,whatsapp,d2c

📌 CRM Lead (Mumbai)
🏢 EnCompass
📍 Mumbai