Customer Relationship Management Executive

HappieHire; Gurugram District; On-site; INR 600,000 - 1,200,000; Full time

Job summary

HappieHire in Gurugram is seeking a hands-on CRM/retention specialist to own customer retention. You will run email, WhatsApp, and push campaigns, analyze cohorts, and build flows that nudge customers to repurchase across categories.

You will be measured on repeat purchases, CRM revenue, and LTV improvements, reporting to the founders. This is a results-driven, execution-focused role in a growing D2C/e-commerce environment.

Qualifications

• 1.5–3 years in CRM, lifecycle marketing, or retention roles.
• Hands-on experience with at least one CRM tool (WebEngage, MoEngage, Klaviyo, CleverTap).
• Strong Excel/Sheets skills (pivot tables, lookups).
• Able to pull cohort analyses and work with data.
• Experience with WhatsApp marketing (not just email).
• Clear written communication; you'll write or brief campaign copy.

Responsibilities

• Set up and run automated flows on WebEngage/MoEngage: welcome series, replenishment reminders, win-back campaigns, cross-sell nudges.
• Write copy for emails and WhatsApp messages (or brief the content team clearly).
• Analyze customer data: cohort behavior, repeat rates, time between purchases, category cross-over.
• Run A/B tests on subject lines, timing, offers, messaging.
• Track and report on retention metrics weekly: repeat rate, orders per customer, LTV, campaign performance.
• Identify what's working and double down, kill what's not.

Skills

CRM tools

Data analysis

Email campaigns

WhatsApp marketing

Tools

WebEngage

MoEngage

Klaviyo

CleverTap

Job description

We need someone to own customer retention. Your job: get existing customers to buy again. You'll run email, WhatsApp, and push campaigns. You'll analyze cohorts to find what's working. You'll build flows that nudge customers to repurchase and try new categories. This is a hands-on execution role. You'll report to the founders.

What You'll Do

• Set up and run automated flows on WebEngage/MoEngage: welcome series, replenishment reminders, win-back campaigns, cross-sell nudges
• Write copy for emails and WhatsApp messages (or brief the content team clearly)
• Analyze customer data: cohort behavior, repeat rates, time between purchases, category cross-over
• Run A/B tests on subject lines, timing, offers, messaging
• Track and report on retention metrics weekly: repeat rate, orders per customer, LTV, campaign performance
• Identify what's working and double down kill what's not

You’ll Be Measured On

• Repeat purchase rate
• Revenue from CRM campaigns (email + WhatsApp)
• LTV improvement

Requirements

• 1.5-3 years in CRM, lifecycle marketing, or retention roles
• Hands-on experience with at least one CRM tool (WebEngage, MoEngage, Klaviyo, CleverTap)
• Strong in Excel/Sheets (pivot tables, lookups, basic data manipulation)
• Comfortable with data (you can pull a cohort analysis, not just read one someone else made)
• Experience with WhatsApp marketing (not just email)
• Clear written communication (you'll write or brief campaign copy)

Good to Have

• D2C or e-commerce experience
• Beauty/personal care category experience
• SQL basics
• Experience with Shopify

Who This Role is NOT For

• If you've only done email marketing without looking at data - not a fit
• If you need someone to tell you what campaigns to run - not a fit
• If you're looking for a team to manage - this is an individual contributor, hands-on role