Retention strategist :crm for a fast growing d2c wellness co

Escalader Strategic Solutions is head hunting for Manager : CRM Retention Strategist for its client which is a super fast growing D2 C company in to Innovative Wellness Products.

Details Below : Company Name : Fast Growing D2 C

Location : Lower Parel , Mumbai

Type : Full Time

Reports to : Head of CRM

Job Title: CRM Retention Strategist

Role Overview

We are looking for a strategic and customer-centric CRM Retention Strategist to own and elevate our customer retention ecosystem. This role is responsible for developing long-term retention strategies that drive repeat purchases, improve customer lifetime value (LTV), strengthen loyalty, and enhance the overall customer experience.

The ideal candidate will think beyond campaigns—bringing together customer insights, lifecycle marketing, personalization, loyalty programs, and data-driven decision-making to create meaningful customer relationships and sustainable business growth.

Key Responsibilities

Retention Strategy & Customer Lifecycle

Develop and own the end-to-end customer retention strategy across the entire customer lifecycle. Identify opportunities to improve customer retention, repeat purchase rate, and customer lifetime value (LTV). Build long-term retention roadmaps aligned with business and revenue objectives. Define lifecycle journeys from acquisition to loyalty, reactivation, and advocacy.

CRM Strategy & Campaign Planning

Create high-impact CRM strategies across Email, Whats App, SMS, Push Notifications, In-App Messaging, and other owned channels. Develop customer segmentation and personalization strategies based on behavior, purchase history, and engagement. Plan monthly and quarterly CRM calendars aligned with product launches, promotions, and business priorities. Ensure communication frequency, timing, and messaging maximize engagement without causing fatigue.

Customer Insights & Analytics

Analyze customer behavior, cohorts, purchase patterns, churn reasons, and engagement trends. Collaborate with Analytics and Growth teams to identify retention opportunities. Convert customer insights into actionable retention initiatives. Continuously evaluate campaign performance and recommend strategic improvements.

Loyalty & Engagement Programs

Design and enhance customer loyalty, rewards, referral, and membership programs. Develop engagement initiatives that increase repeat purchases and customer advocacy. Build strategies that improve customer satisfaction and long-term brand affinity.

Cross-functional Collaboration

Partner closely with Marketing, Product, E-commerce, Customer Experience, Creative, and Growth teams. Collaborate on product launches, seasonal campaigns, and customer engagement initiatives. Ensure CRM initiatives support overall business objectives.

Innovation & Growth

Continuously research industry trends and benchmark best-in-class retention practices. Recommend new retention initiatives, automation opportunities, and customer engagement strategies. Drive experimentation through A/B testing and optimization frameworks.

Key Performance Indicators (KPIs)

Customer Retention Rate Repeat Purchase Rate Customer Lifetime Value (LTV) Customer Churn Rate Revenue from CRM Channels Email & Whats App Conversion Rate Customer Engagement Rate Loyalty Program Participation Reactivation Rate Campaign ROI Average Order Frequency

Requirements

4–7 years of experience in CRM, Customer Retention, Lifecycle Marketing, or Growth Marketing. Prior experience in D2 C, FMCG, Wellness, Nutrition, Beauty, Lifestyle, or Consumer Brands is highly preferred. Strong understanding of customer lifecycle management and retention frameworks. Experience with CRM and marketing automation platforms such as Clever Tap, Web Engage, Mo Engage, Salesforce Marketing Cloud, Braze, or similar. Strong analytical mindset with experience interpreting customer and campaign data. Excellent strategic thinking and problem-solving skills. Experience building customer segmentation, personalization, and automation journeys. Strong communication and stakeholder management skills. Bachelor's degree in Marketing, Business Administration, or a related field.

Interested Candidates can apply here directly or send us your updated profile to marking the subject as "CRM Mum "

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