Experience:
4–5 years Reporting to: D2C Manager /Senior Manager
- Growth Role Overview We are looking for a CRM Executive to manage customer retention and lifecycle marketing across WhatsApp, email and other relevant customer communication channels. The role will focus on driving repeat purchases, customer engagement and retention-led revenue through customer segmentation, campaign execution, automated flows and performance analysis.

Key Responsibilities
CRM Campaign Planning & Execution
• Execute CRM campaigns across WhatsApp and email for new launches, restocks, festive events, promotions and seasonal collections.
• Maintain a structured CRM calendar aligned with the overall marketing and D2C calendar.
• Coordinate with creative and content teams for campaign copy, creatives and approvals.
• Ensure campaigns are scheduled, tested and delivered within agreed timelines. Customer Segmentation & Retention
• Build customer segments based on purchase history, recency, frequency, AOV, lifetime value and engagement.
• Execute targeted campaigns for first-time buyers, repeat customers, high-value customers, inactive customers and cart abandoners.
• Support customer reactivation and repeat purchase initiatives.
• Identify opportunities to improve retention and customer lifetime value. Automations & Lifecycle Marketing
• Set up and monitor automated customer journeys such as welcome flows, abandoned cart reminders, browse abandonment, post-purchase communication and win-back campaigns.
• Maintain and optimise lifecycle communication based on customer behaviour.
• Ensure communication is relevant, timely and consistent with brand guidelines.




• Monitor automation performance and identify opportunities for improvement. Data Analysis & Reporting
• Track campaign delivery, open rates, click-through rates, conversion, attributed revenue and campaign ROI.
• Prepare weekly and monthly CRM performance reports.
• Analyse campaign performance and recommend improvements in segmentation, timing, frequency and messaging.
• Track repeat purchase rate and retention-led revenue contribution. Platform & Database Management
• Work with CRM platforms such as Contlo, Klaviyo, WebEngage or equivalent tools.
• Maintain customer database hygiene, audience segmentation and campaign accuracy.
• Monitor campaign deliverability, customer opt-outs and communication frequency.
• Ensure customer communication follows applicable consent and data privacy requirements. Candidate Requirements
• 4–5 years of hands-on experience in CRM, retention marketing or lifecycle marketing.
• Practical experience executing WhatsApp and email campaigns.
• Working knowledge of CRM platforms such as Contlo, Klaviyo, WebEngage or equivalent.
• Strong understanding of customer segmentation, retention metrics and lifecycle journeys.
• Proficiency in Excel/Google Sheets and campaign reporting.
• Solid coordination, copy review, execution and analytical skills.
• Experience in D2C, fashion, lifestyle or consumer brands preferred. Key KPIs
• CRM-attributed revenue.
• Repeat purchase rate and retention-led revenue contribution.
• Campaign conversion rate and click-through rate.
• Customer reactivation and win-back performance.
• Automation performance.
• Campaign execution accuracy and on-time delivery.
• Database hygiene and customer opt-out management.

📌 CRM Executive (India)
🏢 House of Chikankari
📍 India