Role Overview

We are looking for a Customer Relationship Management (CRM) Lead to own and drive the customer lifecycle strategy across acquisition, engagement, retention, and reactivation. The role will be responsible for building meaningful customer relationships, improving repeat purchases, and driving customer lifetime value through data-led CRM initiatives.

The ideal candidate will combine customer understanding, analytics, campaign strategy, and execution to create personalized experiences across key customer touchpoints.

Key Responsibilities

- Own the end-to-end CRM strategy across the customer lifecycle — acquisition, onboarding, engagement, retention, reactivation, and loyalty.
- Develop customer segmentation and targeted strategies based on customer behaviour, purchase history, preferences, and engagement patterns.
- Plan and execute personalized CRM campaigns across channels such as Email, WhatsApp, SMS, Push Notifications, and other relevant platforms.
- Build and manage customer journeys, including welcome, first purchase, repeat purchase, abandoned cart, win-back, loyalty, and post-purchase journeys.
- Drive initiatives to improve repeat purchase rate, retention, customer lifetime value (CLTV), and customer engagement.
- Leverage customer and campaign data to identify trends, opportunities, and areas for improvement.
- Work closely with Marketing, E-commerce, Retail, Creative, Product, and Technology teams to execute integrated customer initiatives.
- Develop and maintain CRM calendars aligned with business campaigns, launches, seasonal moments, and key commercial priorities.
- Own CRM campaign performance and continuously optimize open rates, click-through rates, conversion, revenue, engagement, and ROI.
- Conduct A/B testing across messaging, offers, creative, timing, segmentation, and communication channels.
- Develop strategies for customer loyalty and retention, including personalized offers, rewards, and exclusive customer experiences.




- Ensure customer data is accurately captured, maintained, and effectively utilized while adhering to applicable data privacy and communication guidelines.
- Track and present CRM performance through regular MIS, dashboards, and management reports.
- Identify and implement CRM automation opportunities to improve scalability and customer experience.
- Stay updated on emerging CRM, retention, personalization, marketing automation, and customer engagement trends.

Key Metrics

- Customer Retention Rate
- CRM-attributed Revenue
- Customer Engagement & Conversion
- CSAT

Key Skills & Competencies

- Strong understanding of CRM, lifecycle marketing, retention, and customer engagement
- Excellent analytical and data interpretation skills
- Robust understanding of customer segmentation and personalization
- Experience with CRM and marketing automation platforms
- Strong campaign planning and execution capabilities
- A/B testing and performance optimization
- Strong communication and stakeholder management skills
- Commercial and customer-first mindset
- Ability to translate customer data into actionable business strategies
- Strong project management and execution skills

Qualification & Experience

- Bachelor's/Master's degree in Marketing, Business Administration, Communications, or a related field.
- 5–8+ years of experience in CRM, lifecycle marketing, retention marketing, customer engagement, or a related function.
- Experience in D2C, e-commerce, retail, consumer brands, or lifestyle businesses will be preferred.
- Hands-on experience with CRM/marketing automation tools and customer analytics platforms.
- Experience managing cross-functional projects and external partners/agencies will be an advantage.

What Success Looks Like

- The CRM Lead will be successful in building a strong, data-driven customer engagement engine that increases retention, repeat purchases, customer loyalty, and overall customer lifetime value while delivering personalized and relevant experiences at every stage of the customer journey.

📌 Customer Relationship Management Lead (Delhi)
🏢 MIRAGGIO
📍 Delhi