Strategic Customer Retention Leader

2 days ago

Kolkata, West Bengal, India beBeeRetention Full time ₹ 90,00,000 - ₹ 1,20,00,000
Customer Retention Specialist

Soulflower, a leading natural beauty and wellness company, is seeking a skilled Customer Retention Specialist to strengthen its relationship with loyal customers.

This role will focus on customer lifecycle management, personalization, loyalty, and repeat purchase growth across digital channels. The ideal candidate will design and execute customer retention journeys, increase repeat purchase rate, average order value (AOV), and customer lifetime value (CLV) through targeted CRM strategies.

The successful candidate will segment customers using RFM and behavioral cohorts, own CRM campaigns across Email, SMS, WhatsApp, and Push Notifications, collaborate with performance marketing and creative teams, and ensure consistent brand voice, empathy, and care in all CRM communications.

Key Responsibilities:

  • Cross-Channel Engagement: Design and execute customer retention journeys across email, SMS, WhatsApp, and push notifications.
  • Campaign Management: Own CRM campaigns, collaborating with performance marketing and creative teams to drive results.
  • Loyalty Program Development: Develop and implement loyalty programs to strengthen customer relationships.

Requirements:

  1. Experience: 3-5 years of experience in CRM, retention, or customer engagement in D2C/consumer brands.
  2. CRM Tools Knowledge: Strong knowledge of CRM tools, automation, and analytics platforms.
  3. Data Analysis: Analytical mindset with comfort in data analysis, cohort analysis, and A/B testing.
  4. Content Creation: Creative thinker able to personalize content and storytelling.
  5. Customer Empathy: Strong understanding of customer empathy and solution-driven communication.

Why Soulflower?

  • Opportunity: Scale a high-growth D2C brand trusted by millions.
  • Entrepreneurial Environment: Work in a fast-paced, entrepreneurial environment where ideas are valued.
  • Purpose-Led Brand: Be part of a purpose-led, sustainable brand shaping the future of clean beauty.
  • Growth Path: Growth path into CRM & Retention leadership roles.

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