Executive – CRM (Retention Marketing)

Designation: Executive – CRM (Retention Marketing)

Location: Andheri East, Mumbai, Maharashtra

Employment Type: Full-time

The Executive- CRM (Retention Marketing) will play a key role in executing lifecycle campaigns across Email, WhatsApp, SMS, App Push, and RCS to drive repeat purchases and retention for our Beauty and Personal Care products. This role is highly execution-focused and requires someone who is hands-on with CRM tools, understands segmentation, and can work at a fast pace with the creative and growth teams.

The ideal candidate should be tech-savvy, detail-oriented, and have a strong grasp of how communication, segmentation, and timing impact customer engagement and revenue.

Key Responsibilities:
• Campaign Execution: Build and launch campaigns across WhatsApp, Email, SMS, App Push, and RCS. Ensure all campaigns are executed accurately, on time, and aligned with brand guidelines.
• Channel Expertise & Optimization: Use tools like WebEngage, MoEngage, or similar to create journeys, set up trigger-based flows, and optimize open rates, click rates, and conversions through iterative testing.
• Segmentation & Targeting: Create relevant customer segments based on user behavior, purchase history, product interest, and repeat patterns to drive personalized communications.
• WhatsApp Marketing: Execute WhatsApp campaigns and flows using utility, hybrid, and interactive messaging formats. Work with CRM vendors to set up journeys and troubleshoot delivery issues.
• Creative Coordination: Collaborate with internal teams to write briefs, guide messaging, and provide inputs on creatives to ensure communication is impactful and optimized for CTR.
• App CRM Campaigns: Execute and optimize App Push and In-App campaigns tailored for the app user journey—onboarding, engagement, and reactivation—ensuring timely, personalized communication that drives app retention and repeat purchases.

Qualifications:
• Experience: 1-2 years of experience in CRM or Retention Marketing in the D2C, Beauty, or Ecommerce industry.
• Execution Skills: Strong understanding of CRM tools (WebEngage, MoEngage, Clevertap, etc.), experience setting up campaigns end-to-end and understand basics of MMP tolls (Appsflyer, Branch, etc.)
• Technical Know-How: Familiarity with HTML for emails, WhatsApp utility policies, RCS messaging, and app push strategy.
• Analytical Thinking: Data-driven approach to campaign setup, A/B testing, iteration, and reporting.
• Communication: Clear and effective communicator, able to work across teams to get things live fast.
• Project Management: Ability to juggle multiple campaigns and deliverables in a fast-paced environment.