D2C Customer Experience Specialist

3 days ago

Alwar, Rajasthan, India beBeeRetention Full time ₹ 9,00,000 - ₹ 10,00,000
Job Overview:

We are seeking a Customer Relationship Manager to strengthen our connection with our loyal customer base.

This role will focus on building relationships, personalization, loyalty, and repeat purchase growth across digital channels.

You will use data-driven insights, creative campaigns, and automation to turn customers into brand advocates.

Key Responsibilities:
  • Customer Lifecycle Management:
    • Develop and execute customer retention strategies: onboarding, engagement, repeat, cross-sell, win-back, and churn prevention.
    • Increase Repeat Purchase Rate, Average Order Value, and Customer Lifetime Value through targeted CRM initiatives.
    • 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:
    • Enhance our Loyalty Program – driving sign-ups, redemptions, and customer satisfaction.
    • Develop VIP & Subscriber Programs to improve Customer Lifetime Value.
    • 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.
    Required Skills & Qualifications:
  1. 3–5 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.
  6. Exposure to eCommerce/beauty/wellness industry preferred.
Why Us:

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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