07/09/2025) CRM & Retention (AM) – D2C FMCG Brand – Exp: 03 years + WIPRO Partnered - Package 10 LPA

2 weeks ago

Mumbai, Maharashtra, India Soulflower Co Ltd Full time
Job Description

Location: Mumbai (Marol HQ)

Reports To: Head of D2C & Retention

Working days: Mon to Sat (6 full days)

About Soulflower

Soulflower is Indias No.1 hair oil brand on Amazon and a leading natural beauty and wellness company. With global certifications (FDA, Ecocert, PETA) and clinical proof backing every product, we are building a trusted, authentic, and sustainable beauty brand. Were expanding rapidly across eCommerce, Quick Commerce, Retail, and Global markets and customer retention is at the heart of our growth.

Role Overview

We are looking for a passionate Assistant Manager CRM & Retention to strengthen Soulflowers relationship with its loyal customer base. This role will focus on customer lifecycle management, personalization, loyalty, and repeat purchase growth across digital channels. You will use data-driven insights, creative campaigns, and automation to turn customers into brand evangelists.

Key Responsibilities:

Customer Lifecycle Management

- Design and execute customer retention journeys: onboarding, engagement, repeat, cross-sell, win-back, and churn prevention.
- Increase Repeat Purchase Rate, AOV, and CLV through targeted CRM strategies.
- Segment customers using RFM (Recency, Frequency, Monetary) and behavioral cohorts.

Campaign & Channel Management

- Own CRM campaigns across Email, SMS, WhatsApp, and Push Notifications with sharp personalization.
- Collaborate with performance marketing and creative teams to craft high-converting retention campaigns.
- Ensure consistent brand voice, empathy, and care in all CRM communications.

Loyalty & Retention Programs

- Strengthen Soulflowers Loyalty Program driving sign-ups, redemptions, and customer delight.
- Develop VIP & Subscriber Programs to improve LTV.
- Partner with CX teams to ensure issue resolution translates into retention opportunities.

Data, Analytics & Reporting

- Track key retention metrics: Repeat Rate, Churn %, LTV, CAC:CLV ratio, ROAS on retention.
- Run A/B tests to optimize messaging, cadence, and offers.
- Build weekly dashboards and insights for leadership.

Tools & Technology

- Manage CRM/automation tools like Klaviyo, WebEngage, MoEngage, Clevertap, Shopify CRM integrations.
- Drive data hygiene, personalization logic, and automation workflows.
- Explore AI-driven segmentation and predictive churn tools.

Desired Skills & Experience:

1. 35 years of experience in CRM, Retention, or Customer Engagement in D2C/Consumer Brands.
2. Strong knowledge of CRM tools, automation, and analytics platforms. Webengage, Moengage
3. Analytical mindset comfort with data, cohort analysis, and A/B testing.
4. Creative thinker with ability to personalize content and storytelling.
5. Strong understanding of customer empathy and solution-driven communication (aligned with Soulflowers care-first ethos).
6. Exposure to eCommerce/beauty/wellness industry preferred.

Why Soulflower

Opportunity to scale a high-growth D2C brand trusted by millions.

Work in a fast-paced, entrepreneurial environment where ideas are valued.

Be part of a purpose-led, sustainable brand shaping the future of clean beauty.

Growth path into CRM & Retention leadership roles.

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