Customer Engagement & Retention Executive

Yugap Wellness; Sector 10; On-site; INR 360,000 - 600,000; Full time

Job summary

Yugap Wellness in Noida is seeking a CRM, Customer Engagement & Retention Executive to leverage CRM data, customer conversations and retention marketing to enhance customer experience, conversions and repeat purchases.

You will manage lifecycle journeys across WhatsApp, Email and SMS, conduct one-on-one calls for order confirmation, shipment issues and post-purchase support, and drive win-back campaigns to boost loyalty and repeat revenue.

Qualifications

• Experience in CRM and retention marketing with a customer-centric approach.
• Proven ability to analyse customer data and derive actionable insights.
• Strong communication skills and comfort with customer calls.

Responsibilities

• Manage CRM and customer lifecycle journeys across WhatsApp, Email and SMS.
• Conduct one-on-one calls for order confirmation, shipment issues and post-purchase support.
• Follow up on abandoned carts and high-intent website leads to resolve barriers.
• Drive reorder, retention and win-back campaigns based on purchase behavior.
• Collect post-purchase feedback and VoC data; share insights with teams.
• Build personalised interactions focused on relationship-building rather than pushy selling.
• Track CRM performance to identify opportunities to improve conversions and repeat revenue.

Skills

CRM

Communication

Data analysis

Retention marketing

Customer service

Tools

CRM tools

WhatsApp marketing

Email

SMS

Job description

Location: Noida
Experience: 1- 3 Years

Industry: Nutraceutical/Health & Wellness

Work Timings: 9:00 AM 5:30 PM (Alternate Saturdays off)

About the Role

We are looking for a CRM, Customer Engagement & Retention Executive who can combine CRM data, customer conversations and retention marketing to improve customer experience, conversions and repeat purchases.

Key Responsibilities

• Manage CRM & customer lifecycle journeys across WhatsApp, Email & SMS.


• Conduct one-on-one customer calls for order confirmation, shipment issues, product assistance and post-purchase support.


• Follow up on abandoned carts, checkout drop-offs and high-intent website leads to understand and resolve purchase barriers.


• Drive reorder, retention and win-back campaigns based on customer purchase behaviour.


• Conduct post-purchase and weekly customer feedback calls to understand satisfaction, product usage and concerns.


• Maintain structured customer feedback, objections and Voice of Customer (VoC) data.


• Identify customer insights and share actionable feedback with Marketing, CRO, Product and Operations teams.


• Build personalised customer interactions focused on assistance and relationship-building rather than pushy selling.


• Track CRM performance and customer behaviour to identify opportunities for improving conversion and repeat revenue.

What Were Looking For

• 1-3 years of experience in CRM, Customer Engagement, Retention, Customer Success or related roles.


• Strong verbal and written communication skills with a natural, customer-friendly approach.


• Comfortable with customer calling and assisted conversions.


• Data-driven mindset with an ability to understand customer behaviour and insights.


• Experience with WhatsApp, Email, SMS and CRM tools is preferred.


• Preference: Candidates with experience in the Health & Wellness/Nutraceutical space or genuine interest in wellness and supplements.

If you are customer-obsessed, relationship-oriented and passionate about building meaningful customer experiences, we'd love to hear from you.