verview We are seeking a data-driven and commercially sharp CRM & Retention Manager to own customer lifecycle management across our D2C businesses.  This role will be responsible for maximizing customer lifetime value (LTV), improving repeat purchase rates, and driving revenue through structured lifecycle marketing across email, WhatsApp, SMS, and loyalty programs.  The ideal candidate combines strong analytical ability with customer empathy and hands-on execution in CRM platforms.    Key Responsibilities:

Customer Lifecycle Strategy  Develop and execute end-to-end customer lifecycle journeys, including:  Align lifecycle strategy with category launches, harvest cycles, and gifting seasons.  Retention & Revenue Growth  Own repeat purchase rate, LTV, and CRM-driven revenue targets.  Design customer segment strategies  Create personalized campaigns to increase frequency and cross-sell (Tea × Gifts & Accessories).  Channel Management  Manage CRM execution across all channels  Optimize campaign timing, messaging, and offer strategy while protecting premium brand positioning.  Data & Analytics  Track and analyze key performance metrics  Continuously test and optimize subject lines, segmentation, flows, and incentives.  Technology & Integrations  Own CRM platforms and integrations (e.g., Shopify CRM, Klaviyo, WhatsApp API). 

Whom We’re Looking For 4–8 years of experience in CRM, lifecycle marketing, or retention roles  Strong hands-on experience with CRM tools (Klaviyo, HubSpot, MoEngage, etc.)  Experience in D2C / eCommerce environments preferred  Strong analytical and segmentation skills  Understanding of premium brand communication  Ability to balance revenue generation with brand integrity 

Qualification Graduate / Postgraduate in Marketing, Analytics, or related field preferred.