Customer Retention Marketing

RAS Luxury Skincare; Maharashtra; Vor Ort; INR 1.200.000 - 1.800.000; Vollzeit

Zusammenfassung

RAS Beauty Private Limited in Mumbai seeks a data-driven Retention Marketing Manager to own the CRM across two D2C brands, RAS Luxury Oils and Moody. Build and run the retention engine spanning WhatsApp, Email, SMS, RCS and on-site flows to drive repeat purchases.

You will analyse cohort retention, plan lifecycle journeys, loyalty and win-back programs while collaborating with Performance Marketing, Content, Product and CX/Ops to lift repeat rate and AOV.

Qualifikationen

• 3-5 years of retention/CRM marketing experience in D2C, beauty/personal care or FMCG
• Hands-on experience with CRM/marketing automation platforms such as Bitespeed, KwikEngage or equivalent
• Proven record of improving repeat purchase rate, cohort retention, LTV or CRM-attributed revenue

Aufgaben

• Own the retention and CRM roadmap for two brands with brand-specific strategies
• Design segmentation and lifecycle journeys: welcome, replenishment, cross-sell, winback
• Plan and execute on-site retention and AOV improvements through post-purchase flows and bundles
• Track retention metrics end-to-end and present insights to leadership
• Collaborate with Performance Marketing, Content/Creative, Product/NPD and CX/Ops

Kenntnisse

CRM/Retention marketing

Bitesize?

Tools

Shopify

Hotjar

Clarity

Power BI

SQL

Jobbeschreibung

Retention Marketing Manager

RAS Luxury Oils & Moody | RAS Beauty Private Limited Location: Lower Parel, Mumbai (Full-time, Work from Office)

Reports to: Head of Performance Marketing

Brief

RAS Beauty is looking for a data-driven Retention Marketing Manager to own the repeat customers across two distinct D2C brands: RAS Luxury Oils, our luxury skincare and wellness brand and Moody, our younger, trend-led skincare brand. You'll build and run the retention engine that turns first-time buyers into loyal, regimen-driven customers: segmentation, lifecycle journeys, replenishment, loyalty, and winback across WhatsApp, Email, SMS, RCS and Push. You'll also own the on-site levers that drive repeat and AOV, from post-purchase flows to bundling and cross-sell. This is a high-ownership role for someone who is as comfortable reading a cohort retention curve as writing a WhatsApp campaign that makes a customer reorder, and who can run two brands with two very different customer mindsets without flattening them into one playbook.

Key Responsibilities

Retention & CRM Strategy

• Own the retention and CRM roadmap for both RAS and Moody, with brand-specific strategies that reflect each brand's customer, price point and purchase cycle.
• Build RFM and cohort based segmentation, and use it to drive lifecycle journeys: welcome, post-purchase education, replenishment, cross-sell/up-sell, winback and dormant-user reactivation.
• Design regimen-led journeys that move customers from a single hero product to a full routine, and from trial/minis to full-size.
• Plan and execute the retention marketing calendar across WhatsApp, SMS, RCS and on-site messaging, aligned with festive moments and sale events.
• Build and scale loyalty, referral, subscription or membership programmes where they make sense for the unit economics.

On-site Retention & AOV

• Own the repeat-customer experience on-site: post-purchase upsells, bundles and offer sequencing to lift repeat rate and AOV.
• Partner with the website teams to run A/B tests on repeat-customer touchpoints: PDP, cart, checkout, thank-you page and account pages.
• Drive review, rating and UGC collection that feeds both social proof and retention content.

Analytics & Reporting

• Own retention metrics end-to-end: repeat purchase rate, cohort retention, time to second order, LTV, churn, and CRM-attributed revenue
• Track campaign performance (delivery, CTR, CR, revenue per send) and channel cost, and optimize for profitable revenue, not just volume.
• Use GA4, CRM platform analytics and Excel - to surface insights and turn them into actionable levers; present a regular retention review to leadership.

Cross-functional Collaboration

• Work with Performance Marketing to hand over acquired cohorts cleanly and feed first party audiences back into paid campaigns.
• Partner with Content/Creative on CRM creatives and copy, with Product/NPD on launch sequencing, and with CX/Ops on post-purchase experience, delivery and feedback loops.
• Manage CRM, WhatsApp and loyalty vendors and agencies, including cost and performance reviews.

What We Are Looking For

Mandatory Requirements

• 3-5 years of experience in retention/ CRM marketing for a D2C, beauty/personal care or FMCG brand.
• Hands-on experience with CRM/marketing automation platforms such as Bitespeed, KwikEngage or equivalent
• Proven record of improving repeat purchase rate, cohort retention, LTV or CRM-attributed revenue, with numbers to show for it.
• Experience running multi-channel campaigns end-to-end, from segmentation to creative brief to execution to reporting.
• Working knowledge of GA4 and strong Excel skills for cohort, RFM and funnel analysis (PowerBI/SQL a plus).

Additional Requirements

• Beauty, skincare or personal care experience, especially with regimen based or replenishment driven categories.
• Exposure to loyalty programmes, subscriptions, discount/pricing strategy
• Experience with Shopify-based D2C stacks and on-site tools such as Hotjar/Clarity, post-purchase upsell or review apps.
• Experience managing more than one brand or customer segment at the same time.

Who You Are

• Proactive - you don't wait to be told the repeat rate has slipped; you watch the cohorts, catch the dip and fix it.
• Ownership driven - you own the retention number end-to-end, across both brands.
• Data conscious - you validate every journey offer and test with data across segments and channels before calling it done.
• Customer obsessed - you understand why a luxury skincare buyer and a Gen Z skincare buyer come back for different reasons, and you write for each.
• Organised - you run a busy, always on campaign and experimentation calendar across two brands without anything slipping through the cracks.

Why Join Us

• Own retention from the ground up for two growing D2C beauty brands with very different audiences.
• Direct exposure to leadership and a real seat in growth decisions.
• A fast moving & high ownership team where your work reflects directly in revenue.

Skills: ownership,d2c,crm