CRM and Customer Retention Specialist

About Chokore

Chokore is a fast-growing Indian accessories brand that blends elegance, innovation, and heritage. With a wide product range — from pocket squares and ties to sunglasses, hats, and perfumes — we design for modern India. At Chokore, we're building more than products — we're building moments of identity, confidence, and culture.

We are now looking to strengthen our relationship with existing and new customers through thoughtful, data-driven engagement — and that's where you come in.

About the Role

We are looking for a CRM & Customer Retention Specialist with proven experience in Shopify or other e-commerce ecosystems. This role is focused on analyzing customer data, building retention frameworks, managing personalized communication, and designing offers/loyalty programs to increase revenue from our existing customer base.

The ideal candidate will be both analytical and creative, able to draw insights from customer behavior and translate them into impactful campaigns that maximize repeat purchases and customer lifetime value.

You'll work closely with the content, product, and performance teams to translate customer data into powerful journeys — across email, WhatsApp, SMS, and more.

Key Responsibilities

1. Customer Data & Analytics

• Build and maintain customer segmentation models (e.g., Recency-Frequency-Monetary – RFM analysis, cohort analysis, churn prediction).
• Track and analyze key customer KPIs: repeat purchase rate, AOV, churn rate, CLV, CAC-to-LTV ratio.
• Use tools like Shopify Analytics, Klaviyo, HubSpot, Omnisend, GA4 (or similar) to generate actionable insights.

2. CRM Strategy & Frameworks

• Develop and execute customer lifecycle strategies (welcome flow, post-purchase, win-back, loyalty).
• Create automated retention campaigns via email, SMS, push notifications, or WhatsApp.
• Build and manage loyalty, referral, and subscription programs to strengthen customer engagement.
• Collaborate with the product and marketing teams to ensure CRM aligns with overall brand goals.

3. Personalized Communication & Offers

• Design personalized offers, bundles, and promotions based on customer behavior and purchase history.
• Implement A/B testing across campaigns to optimize subject lines, creatives, and CTAs.
• Ensure consistency of communication across touchpoints (email, SMS, WhatsApp, in-store, social).
• Manage customer feedback loops, surveys, and NPS programs.

4. Revenue Growth & Optimization

• Continuously monitor retention metrics and identify opportunities to reduce churn and boost repeat orders.
• Work closely with performance marketing to align acquisition and retention strategies.
• Create reports on CRM campaign performance, highlighting ROI and actionable insights.
• Propose innovative ways to increase CLV, cross-sell, and upsell within the customer base.

Ideal Candidate

• 3–6 years of hands-on CRM experience in D2C e-commerce (preferably Shopify).
• Strong knowledge of CRM tools: Klaviyo, HubSpot, Omnisend, Mailchimp, or similar.
• Proficiency in Shopify Analytics, Google Analytics (GA4), Excel/Google Sheets.
• Deep understanding of customer segmentation, lifecycle marketing, and retention frameworks (RFM, cohort, churn models).
• Ability to design and execute automated workflows and personalized campaigns.
• Experience with A/B testing, campaign measurement, and reporting.
• Knowledge of loyalty programs, referral strategies, and subscription models.
• Excellent communication skills to collaborate with cross-functional teams.
• Bonus: Familiarity with data visualization tools (Looker, Tableau, Power BI) or basic SQL for deeper analysis.

Personal Attributes

• Analytical Thinker – loves diving into numbers and extracting patterns.
• Creative Marketer – can design campaigns that feel personal, not generic.
• Revenue-Driven – always thinking about increasing LTV and ROI.
• Customer-Centric – understands customer psychology and builds trust through communication.
• Proactive & Curious – suggests improvements and new retention ideas.

What You'll Love at Chokore

• A high-margin, fast-moving brand with a distinct identity
• Freedom to experiment and bring your ideas to life
• Be part of the brand's next phase of growth — loyalty, retention, and community

Job Type: Full-time

Pay: ₹30, ₹60,000.00 per month

Work Location: In person

Application Deadline: 26/09/2025