Customer Retention Specialist – High-Growth D2C Brand

4 days ago

Rajahmundry, Andhra Pradesh, India beBeeRetention Full time ₹ 50,00,000 - ₹ 1,00,00,000
Job Description

Soulflower is a leading natural beauty and wellness company with global certifications and clinical proof backing every product. We are expanding rapidly across e-commerce, quick commerce, retail, and global markets – customer retention is at the heart of our growth.

The role of a CRM & Retention specialist involves designing and executing customer retention journeys: onboarding, engagement, repeat, cross-sell, win-back, and churn prevention. This includes increasing Repeat Purchase Rate, Average Order Value (AOV), and Customer Lifetime Value (CLV) through targeted CRM strategies.

Campaign & Channel Management involves owning 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 ensuring consistent brand voice, empathy, and care in all CRM communications.

Loyalty & Retention Programs include strengthening Soulflower's 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, Return on Ad Spend (ROAS) on retention. Run A/B tests to optimize messaging, cadence, and offers. Build weekly dashboards and insights for leadership.

Required Skills & Qualifications
  • 3–5 years of experience in CRM, Retention, or Customer Engagement in D2C/Consumer Brands.
  • Strong knowledge of CRM tools, automation, and analytics platforms.
  • Analytical mindset – comfort with data, cohort analysis, and A/B testing.
  • Creative thinker with ability to personalize content and storytelling.
  • Strong understanding of customer empathy and solution-driven communication.
Benefits

We offer a fast-paced, entrepreneurial environment where ideas are valued, and you'll have the opportunity to scale a high-growth D2C brand trusted by millions.

Growth path into CRM & Retention leadership roles available.

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