D2C Retention & CRM Manager

&Done; Gurugram District; On-site; INR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Heavy ESOPs

Job summary

&Done in Gurugram, India is hiring a D2C Retention & CRM Manager to own pre- and post-purchase communications across email, WhatsApp, and SMS. You’ll drive engagement, nurture customers back to purchase, and grow lifetime value through automated flows and loyalty programs.

You’ll segment audiences, analyze metrics like LTV and churn, and collaborate with the growth team to align retention with paid campaigns.

Qualifications

• 1 to 3 years in CRM, retention, or lifecycle marketing in a D2C or e-commerce brand.
• Hands-on experience with a CRM platform such as KwikEngage or WebEngage.

Responsibilities

• Own post-purchase and pre-purchase funnel communications across email, WhatsApp, and SMS.
• Build and manage automated flows: welcome series, replenishment reminders, win-back campaigns, and cross-sell sequences.
• Segment customer base and personalize messaging by purchase history, product type, and lifecycle stage.
• Manage the loyalty and rewards programme; drive enrolment, engagement, and repeat purchase through it.
• Track purchase rate, LTV, churn, and campaign-level revenue as your core metrics.
• Work closely with the D2C Growth Lead to align retention campaigns with paid acquisition; share audience insights that improve Meta targeting.
• Run A/B tests on subject lines, send times, offer types, and messaging; move fast and document what works.

Skills

CRM strategy

Email marketing

Segmentation

Lifecycle marketing

Education

Bachelor's degree in Marketing or related field

Tools

KwikEngage

WebEngage

Job description

D2C Retention & CRM Manager – &Done

At &Done, we’re redefining what high-performance haircare looks like for Indian hair. Backed by biotechnology and scientific precision, our formulations are designed specifically for Indian hair and weather—delivering results global brands weren’t built to offer.

We started in salons, earning the trust of top stylists across India, and are now scaling rapidly after our direct-to-consumer launch. Founded by Saumya Yadav (Stanford GSB ’19, IIT Delhi ’13; ex-Urban Company, ex-Udayy) and Atit Jain (BITS Pilani ’09; 2X founder – Pluss, Bulbul; ex-VC at Elevation Capital), we’re VC‑backed (RTP Global, All‑in Capital) and building a category‑defining brand from the ground up.

Your Role

This is a hands‑on marketing role, sitting within the growth team and reporting directly into the D2C Growth Lead. You will own the full pre‑purchase and post‑purchase communication journey—keeping customers engaged, driving them back to purchase or repurchase, and growing their lifetime value through email, WhatsApp, SMS, and rewards programme.

What You’ll Do

• Own all post‑purchase or pre‑purchase funnel drop communication across email, WhatsApp, and SMS; every touchpoint from order confirmation to reorder nudge
• Build and manage automated flows; welcome series, replenishment reminders, win‑back campaigns, and cross‑sell sequences
• Segment the customer base and personalise communication by purchase history, product type, and lifecycle stage
• Manage the loyalty and rewards programme; drive enrolment, engagement, and repeat purchase through it
• Track purchase rate, LTV, churn, and campaign‑level revenue as your core metrics
• Work closely with the D2C Growth Lead to align retention campaigns with paid acquisition; share audience insights that improve Meta targeting
• Run A/B tests on subject lines, send times, offer types, and messaging; move fast and document what works

What We Are Looking For

• 1 to 3 years in CRM, retention, or lifecycle marketing in a D2C or e‑commerce brand
• Hands‑on experience with a CRM platform; KwikEngage, WebEngage, or similar
• Comfortable with segmentation, cohort analysis; repeat rate, LTV, churn
• Has written or briefed campaign copy; you don’t need to be a copywriter but you need a good sense of tone and messaging
• Prior experience in personal care, or any repeat‑purchase consumer category is a plus
• Detail‑oriented and organised; you manage multiple live flows without things slipping

Gurugram HQ: In‑office role

Competitive salary + Heavy ESOPs