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 ResponsibilitiesCRM 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.
- Solid understanding of customer segmentation, retention metrics and lifecycle journeys.
- Proficiency in Excel/Google Sheets and campaign reporting.
- Strong 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 (Delhi)
🏢 House of Chikankari
📍 Delhi