About Us Over the last seven years, Chokore has built a loyal customer base across Headwear, Eyewear, Fragrances and Fashion Accessories, serving customers across India through its website, app, marketplaces and offline channels. Today, we are entering an exciting new chapter. Having established product-market fit across multiple lifestyle categories, we are evolving from a category-focused brand into a broader lifestyle platform designed for the modern Indian consumer. This transformation goes beyond a visual rebrand. It involves building deeper customer relationships, expanding categories, creating stronger communities and delivering a more holistic lifestyle experience. As we scale this next phase of growth, we are looking for people who enjoy building brands, not just managing processes. Role Overview This is not a traditional CRM role. As Customer Marketing & Retention Manager, you will own customer engagement, lifecycle marketing, loyalty, retention and community-building initiatives across the business. Your mission will be to increase repeat purchases, customer lifetime value, referrals and customer advocacy while helping shape the customer experience of our next phase of growth. You will work directly with the founders and leadership team and play a key role in transforming first-time buyers into long-term brand advocates. Key ResponsibilitiesCustomer Lifecycle Marketing - Build and optimise automated customer journeys including:



- Welcome flows - Cart abandonment - Browse abandonment - Post-purchase journeys - Product recommendation flows - Win-back campaigns - Birthday and anniversary campaigns - Replenishment reminders - Drive personalisation through customer segmentation and behavioural targeting Customer Retention & Repeat Purchases - Improve repeat purchase rates across all categories - Develop cross-selling and upselling programs - Increase customer lifetime value (LTV) - Build retention campaigns for dormant and inactive customers - Create customer loyalty and rewards initiatives Community Building & Customer Relationships - Build and manage customer ambassador programs - Develop referral and advocacy initiatives - Increase customer reviews, ratings and user-generated content (UGC) - Engage with high-value customers and brand enthusiasts - Build meaningful customer feedback loops and insight programs App & Customer Engagement - Increase app engagement and retention - Plan and execute push notification campaigns - Develop app-exclusive campaigns and advantages - Improve customer activation and reactivation journeys Cross-Category Growth Leverage customer relationships across multiple categories including: - Headwear - Eyewear - Fragrances - Fashion Accessories Drive product discovery through:



- Bundling - Sampling - Cross-category recommendations - Seasonal campaigns - Gifting programs Analytics & Insights - Analyse customer cohorts and purchase behaviour - Monitor retention and engagement metrics - Identify churn drivers and opportunities - Create dashboards and performance reports - Translate customer insights into actionable growth initiatives Key Performance Indicators (KPIs) Success in this role will be measured through: - Repeat Purchase Rate - Customer Lifetime Value (LTV) - Revenue Generated from CRM Channels - Customer Retention Rate - Cross-Category Purchase Rate - Referral Revenue - App Engagement Metrics - Customer Review & UGC Generation - Loyalty Program Participation Desired Skills & ExperienceMust Have - 2-5 years of experience in CRM, Retention Marketing, Lifecycle Marketing or Customer Growth - Experience in D2C, Fashion, Beauty, Lifestyle or E-commerce businesses - Strong understanding of customer journeys and retention strategies - Strong analytical and reporting skills - Excellent communication and copywriting abilities - Customer-first mindset with strong attention to detail Preferred - Experience with Shopify ecosystem - Familiarity with tools such as: - Klaviyo - WebEngage - MoEngage - CleverTap - Netcore - WhatsApp Marketing Platforms - Experience building loyalty or referral programs - Experience managing customer communities or engagement initiatives What We Are Looking For We are looking for someone who genuinely enjoys understanding customers and building long-term relationships. You should be equally comfortable analysing data, creating campaigns, speaking to customers, building communities and identifying opportunities to increase retention and loyalty. If the idea of helping shape the customer journey of a growing lifestyle platform excites you, we'd love to hear from you. Besides salary, the job would offer incentive as well on achievement of KPI's. Pay: ₹500,000.00 - ₹800,000.00 per year Work Location: In person

📌 Customer Marketing & Retention Manager (Gurugram)
🏢 Rangreza Reatil Services Private Limited (www.chokore.com)
📍 Gurugram