Head of CRM/Retention | 6-12 Yrs | Consumer Goods | Mumbai

MetaMorph; Mumbai; On-site; INR 3,000,000 - 5,500,000; Full time

Job summary

MetaMorph is seeking a Head of CRM & Retention to design and scale first‑party data, build a CRM & martech stack, and drive retention across consumer brands. You will work with founders and cross‑functional teams to ensure CRM readiness during launch.

This role requires 6–10 years in CRM/retention, a 0-to-1 track record, and a data‑driven mindset with consent‑compliant practices across D2C or e‑commerce contexts.

Qualifications

• 6–10 years of experience in CRM, retention, or lifecycle marketing in consumer business.
• 0-to-1 experience in setting up CRM and retention before a brand launch.
• Strong understanding of CRM/CDP platforms, marketing automation, WhatsApp-led engagement, and analytics.
• Data-driven mindset with knowledge of cohorts, LTV, RFM, and customer segmentation.
• Understanding of customer consent and India's DPDP framework.

Responsibilities

• Build and manage the CRM/martech stack including CDP, email, SMS, WhatsApp, and loyalty platforms.
• Develop customer data, segmentation, lifecycle journeys, and automated retention campaigns.
• Drive first-party data collection for brands selling on marketplaces.
• Use insights to improve retention and cross-sell with consent compliance.
• Track cohorts, repeat purchases, LTV, and contribution margins.
• Create standardised CRM playbooks and processes across brands.
• Collaborate with founders, tech, brand, and finance to ensure CRM readiness at launch.

Skills

CRM & Retention

Lifecycle Marketing

Data Analytics

Customer Segmentation

Tools

CRM/CDP

Marketing Automation

WhatsApp Engagement

Job description

We at MetaMorph, empower startups to scale and innovate by placing people at the center of their strategy. With a proven track record of supporting over 220 startups, we specialize in aligning talent with organizational needs, enhancing employee skills, and transforming employer brands. Our data-driven insights fuel decision-making and provide comprehensive support for both acquisition and being acquired, ensuring you are covered from every angle—360°

About Our Client:

We are pre-revenue and launch within the next quarter, with Amazon and quick commerce as core launch channels. These channels are also where margins are won or lost, through ad spend, fees, fulfilment and discounting. We need one senior owner who has taken brands from zero on these platforms and can give every brand a shared playbook, the right team and open doors at the platforms. This person designs the playbook and the org behind it, and does not run campaigns day to day

About the Role:

We are looking for a Head of CRM & Retention to build CRM capabilities from scratch and drive customer retention across a portfolio of consumer brands spanning Food, BPC, HPC, and Fashion. The role will focus on building first‑party customer data, improving repeat purchases, and creating scalable retention strategies across brands.

Key Responsibilities:

• Build and manage the CRM/martech stack, including CDP, email, SMS, WhatsApp, and loyalty platforms.
• Develop customer data, segmentation, lifecycle journeys, and automated retention campaigns.
• Drive first‑party data collection, particularly for brands selling through marketplaces.
• Use customer insights and cross‑brand learnings to improve retention and cross‑sell, in line with consent requirements.
• Track customer cohorts, repeat purchase rates, LTV, and contribution margins.
• Build standardised CRM playbooks and processes that can be replicated across multiple brands.
• Work closely with founders, technology, brand, and finance teams to ensure CRM readiness from launch.

Requirements:

• 6–10 years of experience in CRM, retention, or lifecycle marketing within consumer businesses.
• Proven 0-to-1 experience in setting up CRM and retention capabilities, preferably before a brand launch.
• Strong understanding of CRM/CDP platforms, marketing automation, WhatsApp‑led engagement, and customer analytics.
• Data‑driven mindset with knowledge of cohorts, LTV, RFM, and customer segmentation.
• Understanding of customer consent and India's DPDP framework.
• Preferred: Experience managing CRM or customer data across multiple consumer brands, ideally in D2C or e‑commerce.