Crm Manager

Charak Pharma; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Charak Pharma in Mumbai is seeking a CRM Manager to lead D2C and e-commerce CRM, lifecycle marketing and customer retention initiatives. You will drive engagement, repeat purchases and CLV through targeted journeys, segmentation and cross-sell strategies.

Responsibilities include implementing automated customer journeys (welcome, cart abandonment, replenishment, win-back), coordinating with D2C, E-commerce, Digital Marketing and Brand teams, and tracking retention, conversion and CRM revenue

Qualifications

• Experience in CRM/Lifecycle Marketing for D2C/E-commerce.
• Strong analytical skills with hands-on experience in CRM/marketing automation platforms.
• Experience in FMCG/Beauty & Personal Care/Wellness or Consumer Brands is advantageous.

Responsibilities

• Develop and execute CRM and customer lifecycle strategies for acquisition, retention and reactivation.
• Manage CRM campaigns across WhatsApp, Email, SMS and Push Notifications.
• Drive repeat purchases, cross-sell, upsell and customer retention.
• Develop customer segments based on purchase behaviour, RFM and lifecycle stage.
• Analyse CRM performance, customer cohorts and campaign effectiveness.
• Plan and execute automated customer journeys such as welcome, abandoned cart, replenishment and win-back.
• Work closely with D2C, E-commerce, Digital Marketing and Brand teams.
• Track key metrics including retention rate, repeat purchase rate, CLV, conversion and CRM revenue.

Skills

CRM / Lifecycle Marketing

D2C/E-commerce CRM

Customer segmentation

Marketing automation

Data analysis

Tools

CRM platforms/Marketing automation

Job description

Job Summary:

We are looking for a CRM Manager with strong experience in D2C/E-commerce CRM, customer retention and lifecycle marketing. The candidate will be responsible for driving customer engagement, repeat purchases and customer lifetime value.

Key Responsibilities:

• Develop and execute CRM and customer lifecycle strategies for customer acquisition, retention and reactivation.
• Manage CRM campaigns across WhatsApp, Email, SMS and Push Notifications.
• Drive repeat purchases, cross-sell, upsell and customer retention.
• Develop customer segments based on purchase behaviour, RFM and lifecycle stage.
• Analyse CRM performance, customer cohorts and campaign effectiveness.
• Plan and execute automated customer journeys such as welcome, abandoned cart, replenishment and win-back.
• Work closely with D2C, E-commerce, Digital Marketing and Brand teams.
• Track key metrics including retention rate, repeat purchase rate, CLV, conversion and CRM revenue.

Candidate Profile:

• 48 years of relevant experience in CRM / Lifecycle Marketing.
• Prior experience in D2C/E-commerce is preferred.
• Experience in FMCG, Beauty & Personal Care, Wellness or Consumer Brands will be an advantage.
• Strong analytical skills with hands‑on experience in CRM/marketing automation platforms.