CRM Manager

ConsultBae India Private limited; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Benefits offered by this job

6-day WFO Bengaluru

Job summary

ConsultBae India Private limited in Bengaluru seeks a hands-on CRM lifecycle marketing professional to own customer acquisition, retention, repeat purchases, and win-back journeys across WhatsApp, SMS, email, push notifications, and in-app channels.

The role emphasizes cohort-based segmentation, experimentation, funnel analysis, and measurable retention outcomes, with ownership of retention metrics rather than mere campaign execution.

Qualifications

• 2–8 years of hands-on experience in CRM, lifecycle marketing, retention marketing, or customer engagement.
• Experience working with a consumer app or D2C brand.
• Proven experience owning retention, repeat purchase, lifecycle, or customer engagement metrics.
• Strong hands-on experience with at least one CRM platform such as CleverTap, MoEngage, or WebEngage.
• Strong understanding of WhatsApp templates and BSP workflows.
• Strong knowledge of customer segmentation, cohorts, funnels, and lifecycle journeys.
• Ability to independently work with SQL for customer and funnel analysis.
• Strong understanding of experimentation, A/B testing, holdouts, and measuring incremental lift.
• Ability to make data-driven decisions on when, where, and how frequently to communicate with customers.
• Strong ownership of campaign performance and business outcomes.

Responsibilities

• Own the customer lifecycle end-to-end, including onboarding, first-to-second order, repeat/refill, win-back, and churn.
• Build and optimize lifecycle journeys across push, WhatsApp, SMS, email, and in‑app channels.
• Segment customers based on cohorts, behavior, categories, locations, stores, and other attributes.
• Set up and manage events and user properties for accurate segmentation and journey execution.
• Develop and execute a weekly experimentation calendar covering timing, messaging, offers, and channel mix.
• Measure campaign and journey performance against holdout/control groups.
• Analyze cohorts, funnels, retention, repeat purchase, and churn trends.
• Use SQL to pull and analyze customer and campaign metrics.
• Coordinate with Growth, Operations, and pharmacist teams to align communications with availability.
• Ensure communications are relevant and timely, especially for healthcare reminders.
• Identify opportunities to improve retention, repeat purchases, and long-term engagement.

Skills

CRM

Lifecycle marketing

Retention marketing

Customer engagement

Tools

CleverTap

MoEngage

WebEngage

Job description

Role: CRM Manager

Location: Bengaluru

Work Model: 6 Days (Work from Office)

Experience: 2–8 Years

Role Overview

We are looking for a hands‑on CRM / Lifecycle Marketing professional to own customer acquisition, retention, repeat purchases, and win‑back journeys across owned channels.

The role involves building personalized lifecycle journeys across WhatsApp, SMS, email, push notifications, and in‑app channels, with a strong focus on cohort‑based segmentation, experimentation, funnel analysis, and measurable retention outcomes.

The ideal candidate should have experience owning a retention/lifecycle metric, rather than simply managing campaign execution.

Key Responsibilities

• Own the customer lifecycle end‑to‑end, including onboarding, first‑to‑second order, repeat/refill, win‑back, and churn
• Build and optimize lifecycle journeys across push, WhatsApp, SMS, email, and in‑app channels
• Segment customers based on cohorts, customer behavior, chronic vs. acute requirements, categories, locations, stores, and other relevant user attributes
• Set up and manage events and user properties required for accurate customer segmentation and journey execution
• Develop and execute a weekly experimentation calendar covering timing, messaging, offers, and channel mix
• Measure campaign and journey performance against appropriate holdout/control groups
• Analyze customer cohorts, funnels, retention, repeat purchase, and churn trends
• Use data and SQL to independently pull and analyze customer and campaign metrics
• Coordinate with Growth, Operations, and pharmacist teams to ensure lifecycle communication aligns with product availability and operational feasibility
• Ensure customer communications are relevant and appropriately timed, particularly for healthcare‑related reminders
• Identify opportunities to improve customer retention, repeat purchases, and long‑term engagement

Must‑Have Requirements

• 2–8 years of hands‑on experience in CRM, lifecycle marketing, retention marketing, or customer engagement
• Experience working with a consumer app or D2C brand
• Proven experience owning retention, repeat purchase, lifecycle, or customer engagement metrics
• Strong hands‑on experience with at least one CRM platform such as CleverTap, MoEngage, or WebEngage
• Strong understanding of WhatsApp templates and BSP workflows
• Strong knowledge of customer segmentation, cohorts, funnels, and lifecycle journeys
• Ability to independently work with SQL for customer and funnel analysis
• Strong understanding of experimentation, A/B testing, holdouts, and measuring incremental lift
• Ability to make data‑driven decisions on when, where, and how frequently to communicate with customers
• Strong ownership of campaign performance and business outcomes

Good to Have

• Experience in pharmacy, healthcare, D2C, subscription, refill, grocery, or other repeat‑purchase businesses
• Experience working on chronic‑care or recurring purchase journeys
• Experience with multiple CRM/lifecycle platforms
• Experience working with WhatsApp Business APIs/BSPs
• Experience building automated lifecycle journeys and trigger‑based campaigns
• Strong understanding of retention, churn, LTV, repeat rate, and customer engagement metrics

Candidate Profile

• Highly hands‑on rather than purely managerial
• Strong understanding of CRM, lifecycle marketing, and retention
• Data‑driven and comfortable working directly with SQL and customer data
• Strong experimentation mindset with the ability to measure incremental impact
• Understands that customer communication should be relevant and contextual rather than simply high‑frequency
• Comfortable working cross‑functionally with Growth, Operations, Product, and business teams
• Strong ownership mindset with a focus on measurable retention and revenue outcomes
• Comfortable working in a 6-day Work‑from‑Office setup in Bengaluru

Additional Notes

• Candidates with only campaign execution/send‑calendar experience and no ownership of retention or lifecycle metrics may not be ideal
• Strong preference for candidates who have independently managed CRM journeys and retention programs
• Candidates must have hands‑on experience with CleverTap, MoEngage, or WebEngage
• SQL and cohort/funnel analysis are mandatory
• Candidates should have experience with at least one consumer-facing app or D2C business
• Healthcare/pharmacy or repeat‑purchase experience will be an added advantage