The Sock Street
Website:
thesockstreet.com
Job details:
🚀 About the Role
We're on a mission to transform how we connect with our customers — and we need a CRM & Retention Specialist who can turn one-time buyers into loyal brand advocates. Our current repeat purchase rate stands at 12%, and we're setting an ambitious target to scale it to 30% within the next 12 months. If you live and breathe customer lifecycle marketing, own retention metrics like your own KPIs, and know how to make data tell a story — this role is built for you.
🎯 What You'll Own
Customer Retention Strategy
- Design and execute a full-funnel customer retention roadmap — from post-purchase onboarding to win-back campaigns
- Build segmentation models to identify high-value, at-risk, and lapsed customer cohorts
- Own and improve key metrics: Repeat Purchase Rate, Customer Lifetime Value (CLV), Churn Rate, and NPS
CRM Campaign Management
- Plan, build, and optimize multi-channel CRM journeys across Email, WhatsApp, SMS, Push Notifications, and RCS
- Execute personalized trigger-based campaigns (cart abandonment, post-delivery follow-up, loyalty nudges, re-engagement flows)
- A/B test messaging, timing, frequency, and offers to continuously improve campaign performance
Data Analysis & Insights
- Deep-dive into customer purchase behavior, cohort analysis, and RFM modelling to uncover actionable insights
- Build dashboards and weekly/monthly reports tracking retention KPIs
- Translate data into business-friendly narratives for cross-functional teams
Loyalty & Engagement Programs
- Conceptualize and manage loyalty programs, subscription models, and referral mechanisms that drive repeat purchases
- Collaborate with product and tech teams to implement personalization at scale
- Identify upsell and cross-sell opportunities within the existing customer base
🧠 What We're Looking For
Must-Have Skills & Experience
- 3–6 years of hands-on CRM and lifecycle marketing experience, preferably in a D2C, e-commerce, or consumer brand environment
- Proficiency in CRM platforms such as Clevertap, MoEngage, Webengage, HubSpot, or equivalent
- Strong command of multi-channel campaign execution — Email, WhatsApp Business API, SMS, Push, RCS
- Solid foundation in data analysis — comfortable with Excel/Google Sheets, SQL (a plus), and dashboarding tools
- Experience with customer segmentation, RFM models, and cohort analysis
- Proven track record of improving repeat purchase rates or reducing churn with measurable outcomes
Good to Have
- Experience at a QSR, Apparel, or FMCG D2C brand
- Familiarity with loyalty/rewards platforms and subscription commerce
- Exposure to performance marketing or growth roles is a bonus
🌟 The Ideal Candidate
- You're someone who is obsessed with the customer journey after the first purchase. You don't just send campaigns — you engineer experiences. You're equally comfortable pulling a data query and writing compelling CRM copy. You bring a startup hustle paired with structured thinking, and you believe retention is not a cost center but a revenue engine.
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