CRM & Retention Manager

4 weeks ago

New Delhi, India Plum Full time

About the roleWe’re looking for a CRM & Retention Manager to drive customer lifetime value (LTV), engagement, and loyalty across our D2C ecosystem. This role combines strategy, analytics, and creativity — focused on strengthening customer relationships through data-led insights, automated journeys, and personalized communication across CRM channels. You’ll lead the charge in ensuring every interaction deepens brand love and fuels business growth.What you’ll do- Lead the end-to-end CRM and retention strategy for Plum, BodyLovin’ across email, SMS, WhatsApp, and app-based channels. - Build segmentation and journey frameworks to improve retention rate, repeat purchase frequency, and overall LTV. - Collaborate with brand, tech, and creative teams to design personalized, high-converting customer journeys. - Lead the loyalty and rewards program roadmap and optimize ongoing engagement initiatives. - Define, implement, and govern CRM technology capabilities, ensuring data hygiene, access rights, and consistent reporting. - Drive data-backed experimentation — A/B testing, campaign optimization, and metric analysis to enhance performance (CSAT, NPS, CTR). - Create dashboards and reports for key CRM metrics to enable agile decision-making. - Stay ahead of market trends and competitor practices to refine CRM approaches continuously.What we’re looking for- MBA or equivalent with 3–6 years of experience in CRM, retention marketing, or lifecycle management — preferably in Agencies, D2C, e-commerce, or beauty/personal care. - Strong understanding of CRM platforms (WebEngage, MoEngage, or equivalent) and multi-channel marketing (Email, SMS, WhatsApp). - Analytical mindset with proficiency in Excel, data visualisation, and reporting. - Experience with customer segmentation, A/B testing, and personalisation at scale. - High ownership, collaboration skills, and the ability to translate insights into actionable strategies. - Strong communication and stakeholder management skills with a bias for executionWhy this role mattersAt Plum, our customers are at the heart of everything we do. As the CRM & Retention Manager, you’ll be the bridge between our data, our brand, and our people — ensuring every message feels personal, every journey adds value, and every customer relationship strengthens with time. Your work will shape how customers experience Plum — not just once, but for years to come.Location: Thane, Mumbai

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