Location: Pune

Experience: 6–10 years

Department: Retention / Lifecycle Marketing

About the Role:

We are looking for a Head of CRM who will own the complete customer lifecycle and drive growth through retention, repeat purchases, reactivation and customer engagement across D2C and other relevant channels.

Key Responsibilities:
Own the overall CRM & Retention strategy across the customer lifecycle.
Drive repeat revenue, retention, LTV and customer frequency.
Build customer journeys across WhatsApp, Email, SMS, Push Notifications and other CRM channels.
Develop segmentation based on RFM, purchase behaviour, category, cohorts and customer value.
Build automated lifecycle journeys — Welcome, First-to-Second Purchase, Cross-sell, Replenishment, Win-back, Abandoned Cart, etc.
Own CRM calendars for campaigns, launches, offers and key sale events.
Identify opportunities to increase AOV, purchase frequency and product cross-sell.
Analyse customer cohorts and identify key retention & churn drivers.
Work closely with Growth, Performance Marketing, Product, Creative and Data teams.




Manage CRM platforms/agencies and ensure effective utilisation of CRM spends.
Build dashboards and track Revenue, Repeat Rate, M1/M2/M3 retention, LTV, CAC, CRM revenue contribution, engagement and ROI.
Continuously run A/B tests across communication, offers, timing, audience and journeys.
Develop strategies to increase the value of our existing customer base and reduce dependency on current customer acquisition.

What We’re Looking For?
6–10 years of experience in CRM / Retention / Lifecycle Marketing, preferably in D2C, FMCG, Beauty or Consumer brands.
Strong understanding of D2C customer behaviour and retention metrics.
Hands-on experience with WhatsApp, Email, SMS and Push CRM.
Strong analytical and data-driven mindset.
Experience with CRM tools such as QuickEngage, MoEngage, CleverTap, WebEngage, Klaviyo, Gupshup etc.
Robust understanding of cohort analysis, LTV, retention and customer segmentation.
Ability to independently build and execute CRM strategy, rather than just campaign execution.
Strong communication and stakeholder management skills.

📌 Head Of Crm Maharashtra (India)
🏢 Ghar Soaps
📍 India