CRM & Retention Marketing Manager

Job Description — CRM and Retention Marketing Associate - D2C Skincare

Location: Jaipur, Rajasthan (On-site)

Department: Marketing — CRM & Retention

CTC: 3-5 lpa

Experience: 3+ years

Industry preference: Beauty, Personal Care, Skincare (D2C preferred)

About the Role

We are looking for a hands-on CRM & Retention Specialist to own the full lifecycle of our customer communication across WhatsApp, email, SMS, and push notifications. You will be responsible for keeping our customers engaged, increasing repeat purchase rates, and building long-term loyalty for a fast-growing D2C skincare brand. If you have experience running high-volume retention campaigns and genuinely care about customer experience, this role is for you.

Key Responsibilities

WhatsApp Marketing

• Plan, build, and execute high-scale WhatsApp broadcast campaigns using platforms like Interakt, Wati, AiSensy, Gupshup, QwickEngage, or similar
• Set up and manage WhatsApp automation flows — welcome series, abandoned cart, post-purchase, win-back, and replenishment reminders
• Maintain sender reputation, manage opt-ins/opt-outs, and ensure TRAI compliance
• Monitor delivery rates, read rates, and click-through rates and optimise accordingly

Email Marketing

• Own the complete email calendar — promotional, transactional, and lifecycle emails
• Build and manage automated email flows using Klaviyo, Mailchimp, WebEngage, MoEngage, or similar
• Write or brief compelling subject lines and email copy aligned with brand tone
• Manage list hygiene, segmentation, and suppression to maintain high deliverability
• Track open rates, CTR, revenue per email, and unsubscribe rates

SMS & Other Channels

• Execute SMS campaigns for flash sales, restock alerts, and loyalty nudges
• Manage push notification campaigns for app users
• Explore and test emerging retention channels — RCS, web push, in-app messaging

Segmentation & Personalisation

• Build customer segments based on purchase history, RFM scores, product affinity, and lifecycle stage
• Personalise communication based on skin type, product usage, and customer behaviour
• Run A/B tests on subject lines, messaging, send times, and offers to continuously improve performance

Loyalty & Repeat Purchase

• Manage loyalty programme communication — points updates, tier upgrades, reward reminders
• Drive replenishment campaigns for consumable skincare products
• Identify at-risk customers and execute win-back journeys

Reporting & Analysis

• Track and report weekly on key retention metrics — repeat purchase rate, email revenue, WhatsApp CTR, unsubscribe rate, churn rate
• Maintain campaign performance dashboards
• Share insights and recommendations with the marketing team regularly

Required Skills & Qualifications

• Bachelor's degree in Marketing, Mass Communication, Business, or related field
• 2–4 years of hands-on experience in CRM, retention marketing, or lifecycle marketing
• Proven experience running high-volume WhatsApp marketing campaigns at scale
• Working knowledge of at least one ESP/CRM tool — Klaviyo, MoEngage, WebEngage, Clevertap, or similar
• Familiarity with WhatsApp Business API platforms — QwickEngage, Interakt, Wati, AiSensy, or Gupshup
• Basic understanding of customer segmentation, RFM analysis, and cohort metrics
• Comfortable with data — able to read reports, spot trends, and act on them
• Strong written communication skills in English and Hindi
• Detail-oriented with strong ownership and follow-through

Good to Have

• Prior experience in a beauty, skincare, personal care, or wellness D2C brand
• Hands-on experience with WhatsApp automation and broadcast campaigns
• Exposure to Shopify and its customer data ecosystem
• Knowledge of TRAI regulations for SMS and WhatsApp compliance
• Experience with loyalty programme management
• Basic HTML for email template editing

What We Offer

• Direct ownership of a high-impact retention function
• Work closely with founders and senior marketing leadership
• Fast-paced, high-learning environment in a growing skincare brand
• Opportunity to build the retention channel from the ground up