CRM Lead

Encompass; Mumbai; On-site; INR 1,800,000 - 2,800,000; Full time

Job summary

Encompass is seeking a CRM Lead to own customer retention, engagement, and lifecycle growth across our D2C brands. This role suits someone with an engineering mindset and strong analytics, who can build automated journeys, optimize retention funnels, and drive repeat revenue through data-led interventions.

You should have hands-on CRM experience in a D2C or consumer internet brand, with exposure to WhatsApp marketing and multi-channel customer engagement ecosystems.

Qualifications

• 8+ years in CRM/retention roles.
• Engineering degree mandatory.
• Experience with a D2C/consumer internet brand preferred.
• Hands-on with CRM/automation tools (MoEngage, WebEngage, CleverTap etc.).

Responsibilities

• Own end-to-end lifecycle marketing strategy across acquisition-to-retention funnels.
• Design and optimize customer journeys from onboarding to reactivation.
• Manage CRM platforms and build automated workflows and triggers.
• Collaborate with Performance Marketing, Creative and Brand teams.

Skills

CRM & Retention

Lifecycle marketing

Data-driven problem solving

Cross-channel marketing

Education

Engineering degree

Tools

MoEngage

WebEngage

CleverTap

HubSpot

Klaviyo

Job description

Role Overview

We are looking for a CRM Lead to own and scale customer retention, engagement, and lifecycle growth across our D2C brands. This role is ideal for someone with a strong analytical and engineering mindset who understands how to build automated customer journeys, optimize retention funnels, and drive repeat revenue through data‑led interventions.

The candidate should have prior experience working with a D2C brand in a lifecycle/CRM/retention role, with hands‑on exposure to CRM platforms, WhatsApp marketing, and multi‑channel customer engagement ecosystems.

Key Responsibilities

• Retention Strategy:
  • Own end-to-end lifecycle marketing strategy across acquisition‑to‑retention funnels.
  • Design and optimize customer journeys across onboarding, activation, engagement, repeat purchase, and reactivation stages.
  • Improve retention metrics including repeat rate, LTV, churn reduction, and customer engagement.
• CRM & Automation:
  • Manage and optimize CRM platforms and marketing automation tools.
  • Build automated workflows, segmentation frameworks, and trigger‑based communication journeys.
  • Implement lifecycle experiments and continuously improve flows through testing and iteration.
• Channel Management:
  • Lead retention channels including:
    • WhatsApp marketing
    • Email marketing
    • SMS
    • Other emerging retention channels
  • Ensure consistent and personalized communication across all customer touchpoints.
  • Cross‑functional Collaboration
    • Collaborate with Performance Marketing, Creative, and brand teams to ensure lifecycle integration across the customer journey.
    • Align lifecycle initiatives with brand campaigns, launches, and promotional calendars.

Ideal Candidate Profile

• 8+ years of experience in CRM / Retention roles.
• An engineering degree is mandatory, with preference for candidates who demonstrate strong analytical, systems‑thinking, and data‑driven problem‑solving capabilities.
• Prior experience working with a D2C or consumer internet brand is preferred.
• Hands‑on experience with CRM and automation tools (e.g., MoEngage, WebEngage, CleverTap, HubSpot, Klaviyo, etc.).
• Experience managing WhatsApp and conversational commerce platforms.
• Strong understanding of customer funnels, segmentation, and lifecycle metrics.
• Comfortable working in a fast‑paced, experimentation‑driven environment.

About Encompass

Encompass, a publicly listed company, is a House of Brands focused on building high‑impact premium D2C brands. Our current brands span across home, lifestyle, and gourmet food categories. The current brand portfolio includes:

• Stoa Paris - A premium home and lifestyle brand offering French‑inspired bedsheets, comforters, and home décor, focused on modern design, comfort, and quality materials.
• Small Batch - A gourmet food brand offering chef‑crafted, small‑batch sauces and condiments designed to bring premium dining flavours into everyday meals.
• Blisshomes - A bold, youth‑focused lifestyle brand offering personality‑driven home and lifestyle products designed for modern, expressive spaces.

Skills: crm,customer,automation tools,whatsapp,d2c