Role: CRM Manager

Location: Bengaluru
Work Model: 6 Days (Work from Office)
Experience: 2–8 Years

Role Overview

We are looking for a hands-on CRM / Lifecycle Marketing professional to own customer acquisition, retention, repeat purchases, and win-back journeys across owned channels.

The role involves building personalized lifecycle journeys across WhatsApp, SMS, email, push notifications, and in-app channels, with a strong focus on cohort-based segmentation, experimentation, funnel analysis, and measurable retention outcomes.

The ideal candidate should have experience owning a retention/lifecycle metric, rather than simply managing campaign execution.

Key Responsibilities

- Own the customer lifecycle end-to-end, including onboarding, first-to-second order, repeat/refill, win-back, and churn

- Build and optimize lifecycle journeys across push, WhatsApp, SMS, email, and in-app channels

- Segment customers based on cohorts, customer behavior, chronic vs. acute requirements, categories, locations, stores, and other relevant user attributes

- Set up and manage events and user properties required for accurate customer segmentation and journey execution

- Develop and execute a weekly experimentation calendar covering timing, messaging, offers, and channel mix

- Measure campaign and journey performance against appropriate holdout/control groups

- Analyze customer cohorts, funnels, retention, repeat purchase, and churn trends

- Use data and SQL to independently pull and analyze customer and campaign metrics

- Coordinate with Growth, Operations,



and pharmacist teams to ensure lifecycle communication aligns with product availability and operational feasibility

- Ensure customer communications are relevant and appropriately timed, particularly for healthcare-related reminders

- Identify opportunities to improve customer retention, repeat purchases, and long-term engagement

Must-Have Requirements

- 2–8 years of hands-on experience in CRM, lifecycle marketing, retention marketing, or customer engagement

- Experience working with a consumer app or D2C brand

- Proven experience owning retention, repeat purchase, lifecycle, or customer engagement metrics

- Strong hands-on experience with at least one CRM platform such as CleverTap, MoEngage, or WebEngage

- Strong understanding of WhatsApp templates and BSP workflows

- Strong knowledge of customer segmentation, cohorts, funnels, and lifecycle journeys

- Ability to independently work with SQL for customer and funnel analysis

- Strong understanding of experimentation, A/B testing, holdouts, and measuring incremental lift

- Ability to make data-driven decisions on when, where, and how frequently to communicate with customers

- Strong ownership of campaign performance and business outcomes

Good to Have

- Experience in pharmacy, healthcare, D2C, subscription, refill, grocery, or other repeat-purchase businesses





- Experience working on chronic-care or recurring purchase journeys

- Experience with multiple CRM/lifecycle platforms

- Experience working with WhatsApp Business APIs/BSPs

- Experience building automated lifecycle journeys and trigger-based campaigns

- Strong understanding of retention, churn, LTV, repeat rate, and customer engagement metrics

Candidate Profile

- Highly hands-on rather than purely managerial

- Strong understanding of CRM, lifecycle marketing, and retention

- Data-driven and comfortable working directly with SQL and customer data

- Strong experimentation mindset with the ability to measure incremental impact

- Understands that customer communication should be relevant and contextual rather than simply high-frequency

- Comfortable working cross-functionally with Growth, Operations, Product, and business teams

- Strong ownership mindset with a focus on measurable retention and revenue outcomes

- Comfortable working in a 6-day Work-from-Office setup in Bengaluru

Additional Notes

- Candidates with only campaign execution/send-calendar experience and no ownership of retention or lifecycle metrics may not be ideal

- Robust preference for candidates who have independently managed CRM journeys and retention programs

- Candidates must have hands-on experience with CleverTap, MoEngage, or WebEngage

- SQL and cohort/funnel analysis are mandatory

- Candidates should have experience with at least one consumer-facing app or D2C business

- Healthcare/pharmacy or repeat-purchase experience will be an added advantage

📌 CRM Manager (Bengaluru)
🏢 Recognized
📍 Bengaluru