Head of CRM

Ghar Soaps; Pune District; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Ghar Soaps is seeking a Head of CRM to own the complete customer lifecycle and drive growth through retention, repeat purchases, reactivation, and engagement across D2C and other channels. You will lead lifecycle journeys, segmentation, and automated campaigns across WhatsApp, Email, SMS, and Push notifications.

Ideal candidates have 6–10 years in CRM/Retention, strong data-driven mindset, and hands-on experience with major CRM tools.

Qualifications

• 6–10 years of experience in CRM / Retention / Lifecycle Marketing, preferably in D2C, FMCG, Beauty or Consumer brands.
• Strong understanding of D2C customer behaviour and retention metrics.
• Hands-on experience with WhatsApp, Email, SMS and Push CRM.

Responsibilities

• Own the overall CRM & Retention strategy across the customer lifecycle.
• Drive repeat revenue, retention, LTV and customer frequency.
• Build customer journeys across WhatsApp, Email, SMS, Push Notifications and other CRM channels.
• Develop segmentation based on RFM, purchase behaviour, category, cohorts and customer value.
• Build automated lifecycle journeys — Welcome, First-to-Second Purchase, Cross-sell, Replenishment, Win-back, Abandoned Cart, etc.
• Own CRM calendars for campaigns, launches, offers and key sale events.
• Identify opportunities to increase AOV, purchase frequency and product cross-sell.
• Analyse customer cohorts and identify key retention & churn drivers.
• Work closely with Growth, Performance Marketing, Product, Creative and Data teams.
• Manage CRM platforms/agencies and ensure efficient utilisation of CRM spends.
• Build dashboards and track Revenue, Repeat Rate, M1/M2/M3 retention, LTV, CAC, CRM revenue contribution, engagement and ROI.
• Continuously run A/B tests across communication, offers, timing, audience and journeys.
• Develop strategies to increase the value of our existing customer base and reduce dependency on new customer acquisition.

Skills

CRM Strategy

Retention Marketing

Data Analysis

Stakeholder Management

A/B Testing

Campaign Management

Tools

QuickEngage

MoEngage

CleverTap

WebEngage

Klaviyo

Gupshup

Job description

Department: Retention / Lifecycle Marketing

About the Role:

We are looking for a Head of CRM who will own the complete customer lifecycle and drive growth through retention, repeat purchases, reactivation and customer engagement across D2C and other relevant channels.

Key Responsibilities:

• Own the overall CRM & Retention strategy across the customer lifecycle.
• Drive repeat revenue, retention, LTV and customer frequency.
• Build customer journeys across WhatsApp, Email, SMS, Push Notifications and other CRM channels.
• Develop segmentation based on RFM, purchase behaviour, category, cohorts and customer value.
• Build automated lifecycle journeys — Welcome, First-to-Second Purchase, Cross-sell, Replenishment, Win-back, Abandoned Cart, etc.
• Own CRM calendars for campaigns, launches, offers and key sale events.
• Identify opportunities to increase AOV, purchase frequency and product cross-sell.
• Analyse customer cohorts and identify key retention & churn drivers.
• Work closely with Growth, Performance Marketing, Product, Creative and Data teams.
• Manage CRM platforms/agencies and ensure efficient utilisation of CRM spends.
• Build dashboards and track Revenue, Repeat Rate, M1/M2/M3 retention, LTV, CAC, CRM revenue contribution, engagement and ROI.
• Continuously run A/B tests across communication, offers, timing, audience and journeys.
• Develop strategies to increase the value of our existing customer base and reduce dependency on new customer acquisition.

What We’re Looking For?

• 6–10 years of experience in CRM / Retention / Lifecycle Marketing, preferably in D2C, FMCG, Beauty or Consumer brands.
• Strong understanding of D2C customer behaviour and retention metrics.
• Hands-on experience with WhatsApp, Email, SMS and Push CRM.
• Strong analytical and data-driven mindset.
• Experience with CRM tools such as QuickEngage, MoEngage, CleverTap, WebEngage, Klaviyo, Gupshup etc.
• Strong understanding of cohort analysis, LTV, retention and customer segmentation.
• Ability to independently build and execute CRM strategy, rather than just campaign execution.
• Strong communication and stakeholder management skills.