CRM & Retention

Company Overview

Wellopia is a consumer health and wellness brand by Esca Consumer Health Pvt. Ltd., dedicated to making preventive healthcare simple, accessible, and science-backed. The company develops clean, thoughtfully formulated wellness products designed for modern families, emphasizing transparency, innovation, and everyday well-being. Beyond products, Wellopia aims to build a trusted community through education, engaging content, and meaningful digital experiences.

Job Summary

The CRM & Retention role at Wellopia involves building and executing customer lifecycle and retention initiatives to enhance customer engagement, repeat purchases, and customer lifetime value. The position requires a hands-on marketer with strong execution and analytical skills to develop practical CRM processes in a growing business environment. This role contributes directly to improving retention metrics and driving retention-led revenue growth.

Responsibilities

• Develop and execute CRM and retention strategies to improve customer engagement, repeat purchase, reactivation, and lifetime value.
• Plan, launch, monitor, and optimize multi-channel campaigns across WhatsApp, email, SMS, and push notifications.
• Create customer segments using purchase, engagement, and lifecycle data to deliver personalized communications.
• Build lifecycle journeys including onboarding, post-purchase engagement, replenishment, inactive-customer reactivation, and win-back.
• Manage CRM and marketing automation platforms by setting up triggers, workflows, campaign calendars, and automated journeys.
• Track campaign performance, conduct A/B testing, and optimize audience selection, timing, frequency, messaging, and conversion.
• Monitor key metrics such as retention rate, repeat purchase rate, reactivation, conversion, customer lifetime value, and campaign ROI; provide actionable insights.
• Collaborate cross-functionally with marketing, sales, e-commerce, and other teams to align campaigns with business priorities and customer experience.
• Establish campaign workflows, reporting practices, and measurement frameworks suitable for the company’s growth stage.
• Ensure all customer communications are accurate, audience-appropriate, and compliant with privacy and advertising regulations.

Qualifications

• 3–6 years of experience in CRM, retention marketing, lifecycle marketing, customer engagement, or marketing automation.
• Proven hands-on experience planning, executing, and optimizing CRM campaigns across multiple channels.
• Experience with CRM/marketing automation platforms such as CleverTap, MoEngage, WebEngage, Netcore, Klaviyo, or Salesforce Marketing Cloud.
• Strong understanding of customer segmentation, lifecycle journeys, reactivation, and repeat-purchase strategies.
• Ability to analyze campaign data and translate insights into actionable improvements.
• Knowledge of retention and campaign metrics including repeat purchase rate, retention, churn, conversion, and customer lifetime value.
• Excellent ownership, communication, organizational, and problem-solving skills.

Preferred Skills

• Experience in direct-to-consumer (D2C), e-commerce, fast-moving consumer goods (FMCG), consumer healthcare, wellness, or personal care brands.
• Experience building CRM processes or retention campaigns for emerging or growing businesses.
• Exposure to customer loyalty, replenishment, win-back, or repeat-purchase programs.
• Experience working with first-party customer data and collaborating with analytics or technology teams.

Experience

• Typically requires 3 to 6 years of relevant experience in CRM, retention marketing, or related fields.

Environment

• Location: Sarjapur Road, Bangalore, Karnataka, India.
• Employment Type: Full-time, 5 days a week.
• Work setting involves collaboration with multiple teams in a fast-paced, growing business environment.
• The role requires adherence to regulatory and advertising requirements for product and health-related communications.

Key Performance Indicators

• Improvement in repeat purchase and customer retention rates.
• Reactivation of inactive or at-risk customers.
• Campaign engagement and conversion performance.
• Growth in customer lifetime value and retention-led revenue.
• Effectiveness of automated lifecycle journeys and campaign return on investment (ROI).

Ideal Candidate Profile

A proactive, data-driven CRM professional capable of independently managing retention tools and campaigns, analyzing performance data, and building customer journeys that foster repeat engagement. The candidate should be adaptable to evolving retention plans based on customer data and channel availability within ESCA’s business model.