Retention & Loyalty Manager

️COMPANY DESCRIPTION Andamen is India’s leading men’s bridge-to-luxury DTC fashion brand, known for our timeless designs, premium craftsmanship, and commitment to delivering an exceptional customer experience. Launched in 2016, we have over two lakh customers, and operate in six product categories and 6 digital distribution channels.Andamen is part of the Impulse Group, one of India’s leading fashion supply chain companies.Impulse provides comprehensive design-to-delivery supply chain services to global fashion brands and retailers including SuperDry, ASOS, Next, Paul Smith, Shinsegae (Samsung Group), Walmart, Amazon, Myntra. The product categories include apparel, accessories, footwear, leather garments, home furnishings, costume jewellery and hard goods. Founded in 1982, Impulse has over 400 employees across India, Bangladesh, UK, Korea, USA, Canada.Learn more: https://www.andamen.com/about-usABOUT THE JOB As CRM Manager/ Assistant Manager, you will be responsible for drivingcustomer retention, repeat revenue, loyalty and LTVthrough impactful and data-led CRM strategies. This is a key role within the Growth function where you will lead lifecycle marketing campaigns, own automated journeys, and use customer insights to shape behaviour and engagement across channels i.e. WhatsApp, SMS, Email and Programs like Loyalty and Referral.You will play a pivotal role in shaping the customer journey at every touchpoint - onboarding, activation, replenishment, win-back - and be directly responsible for CRM-led revenue contribution. You will work across functions (tech, performance, content, CX) to deliver a seamless, contextual and measurable user experience.KEY RESPONSIBILITIES Own the CRM strategy and calendar , building contextual journeys across the entire lifecycle – from new user onboarding and conversion to post-purchase engagement, replenishment, retention, and win-back. Drive marketing automation at scaleusingNetcoreandGoKwik , managing omni channel campaigns acrossEmail, WhatsApp, SMS, and Pushnotifications. Build and maintain customer cohortsusing behavioural, transactional, RFM, and affinity data to deliver personalized and timely communication. Design and execute A/B teststo optimize messaging, creative formats, triggers, send times, and CTAs for improving engagement and conversion metrics. Monitor and improve CRM performance KPIsincluding open rate, CTR, conversion rate, repeat rate, LTV, unsubscribe rate, and CRM-attributed revenue share. Launch and manage referral and loyalty programsto increase user engagement, incentivize repeat purchases, and drive word-of-mouth growth. Drive CRM database growththrough owned channels by planning and executingonsite activationslike gamified pop-ups, contests, gated content, and email/WhatsApp opt-in mechanisms across the website and landing pages. Work cross-functionallywith content, design, CX, tech, and performance teams to ensure campaign relevance, tone alignment, and frictionless experience. Leverage customer insights and feedback loopsto identify communication gaps, recovery opportunities (returns, cancellations, RTO), and lifecycle drop-offs.✅KEY QUALIFICATIONS 3–5 years of experience in CRM / retention marketing, ideally in fashion, D2C or e-commerce. Strong understanding of lifecycle marketing, segmentation, and cohort behavior. Hands-on experience with tools like Netcore, Clevertap, MoEngage, or similar. Strong analytical mindset and comfort with metrics like conversion, attribution, LTV, and churn. Ability to collaborate across creative, tech, and performance teams. Passion for fashion, customer experience, and data-led growth.WHY JOIN US Be part of a fast growing, ambitious fashion brand defining Indian design on a global stage and capturing market share in India’s premium+ to bridge-to-luxury segment. Work with ahighly entrepreneurial, mission-drivenfounding team. Operate withautonomy , speed, and data-led decision-making. We have a very high paced, collaborative work culture focussed on results, not attendance, withample room for innovation . Competitive salaryand performance-based incentives. We are making some of the most exciting products in the Indian men’s fashion landscape and are looking to craftenriching and authentic storytelling and brand experiences .