Senior Relationship Manager

1 week ago


Kannur, Kerala, India beBeeRetention Full time ₹ 75,00,000 - ₹ 1,00,00,000

At a direct-to-consumer (D2C) fast-moving consumer goods (FMCG) brand, we are seeking an Assistant Manager - CRM & Retention to strengthen relationships with our loyal customer base.

Key Responsibilities:
  • Develop and execute customer retention journeys: onboarding, engagement, repeat, cross-sell, win-back, and churn prevention.
  • Increase Repeat Purchase Rate, Average Order Value (AOV), and Customer Lifetime Value (CLV) through targeted customer relationship management (CRM) strategies.
  • Segment customers using RFM (Recency, Frequency, Monetary) and behavioral cohorts.
  • 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.
  • Strengthen the loyalty program - driving sign-ups, redemptions, and customer delight.
  • Develop VIP & Subscriber Programs to improve Long-Term Value (LTV).
  • Partner with Customer Experience (CX) teams to ensure issue resolution translates into retention opportunities.
  • Track key retention metrics: Repeat Rate, Churn %, LTV, Cost per Acquisition (CPA): 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.
Desired Skills & Experience:
  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.
  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.


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