CRM Manager

Role: CRM Manager

Location: Bengaluru
Work Model: 6 Days (Work from Office)
Experience: 2–8 Years

Role Overview

We are looking for a hands-on CRM / Lifecycle Marketing professional to own customer acquisition, retention, repeat purchases, and win-back journeys across owned channels.

The role involves building personalized lifecycle journeys across WhatsApp, SMS, email, push notifications, and in-app channels, with a strong focus on cohort-based segmentation, experimentation, funnel analysis, and measurable retention outcomes.

The ideal candidate should have experience owning a retention/lifecycle metric, rather than simply managing campaign execution.

Key Responsibilities

• Own the customer lifecycle end-to-end, including onboarding, first-to-second order, repeat/refill, win-back, and churn


• Build and optimize lifecycle journeys across push, WhatsApp, SMS, email, and in-app channels


• Segment customers based on cohorts, customer behavior, chronic vs. acute requirements, categories, locations, stores, and other relevant user attributes


• Set up and manage events and user properties required for accurate customer segmentation and journey execution


• Develop and execute a weekly experimentation calendar covering timing, messaging, offers, and channel mix


• Measure campaign and journey performance against appropriate holdout/control groups


• Analyze customer cohorts, funnels, retention, repeat purchase, and churn trends


• Use data and SQL to independently pull and analyze customer and campaign metrics


• Coordinate with Growth, Operations, and pharmacist teams to ensure lifecycle communication aligns with product availability and operational feasibility


• Ensure customer communications are relevant and appropriately timed, particularly for healthcare-related reminders


• Identify opportunities to improve customer retention, repeat purchases, and long-term engagement

Must-Have Requirements

• 2–8 years of hands-on experience in CRM, lifecycle marketing, retention marketing, or customer engagement


• Experience working with a consumer app or D2C brand


• Proven experience owning retention, repeat purchase, lifecycle, or customer engagement metrics


• Strong hands-on experience with at least one CRM platform such as CleverTap, MoEngage, or WebEngage


• Strong understanding of WhatsApp templates and BSP workflows


• Strong knowledge of customer segmentation, cohorts, funnels, and lifecycle journeys


• Ability to independently work with SQL for customer and funnel analysis


• Strong understanding of experimentation, A/B testing, holdouts, and measuring incremental lift


• Ability to make data-driven decisions on when, where, and how frequently to communicate with customers


• Strong ownership of campaign performance and business outcomes

Good to Have

• Experience in pharmacy, healthcare, D2C, subscription, refill, grocery, or other repeat-purchase businesses


• Experience working on chronic-care or recurring purchase journeys


• Experience with multiple CRM/lifecycle platforms


• Experience working with WhatsApp Business APIs/BSPs


• Experience building automated lifecycle journeys and trigger-based campaigns


• Strong understanding of retention, churn, LTV, repeat rate, and customer engagement metrics

Candidate Profile

• Highly hands-on rather than purely managerial


• Strong understanding of CRM, lifecycle marketing, and retention


• Data-driven and comfortable working directly with SQL and customer data


• Strong experimentation mindset with the ability to measure incremental impact


• Understands that customer communication should be relevant and contextual rather than simply high-frequency


• Comfortable working cross-functionally with Growth, Operations, Product, and business teams


• Strong ownership mindset with a focus on measurable retention and revenue outcomes


• Comfortable working in a 6-day Work-from-Office setup in Bengaluru

Additional Notes

• Candidates with only campaign execution/send-calendar experience and no ownership of retention or lifecycle metrics may not be ideal


• Strong preference for candidates who have independently managed CRM journeys and retention programs


• Candidates must have hands-on experience with CleverTap, MoEngage, or WebEngage


• SQL and cohort/funnel analysis are mandatory


• Candidates should have experience with at least one consumer-facing app or D2C business


• Healthcare/pharmacy or repeat-purchase experience will be an added advantage