Fast&Up India
Website:
fastandup.in
Job details:
Role Overview:
This role will be responsible for driving customer retention, repeat purchases, engagement, loyalty, and LTV through
personalized CRM campaigns across multiple channels.
The ideal candidate should have strong experience in retention marketing, customer segmentation, automation journeys,
campaign analytics, and consumer behavior understanding within a D2C/e-commerce environment.
Role & Responsibilities:
Strategy & Process Improvement:
- Develop and implement a comprehensive customer experience strategy to reduce friction points, increase satisfaction, and drive customer loyalty.
- Manage the complete customer retention funnel including user segmentation, lifecycle journeys, push notifications, WhatsApp/SMS/email campaigns, automation workflows, churn reduction, reactivation campaigns, and loyalty/engagement strategies- ensuring a consistent brand voice and experience.
Operations & Logistics Coordination:
- Coordinate closely with the logistics, warehousing, and operations teams to ensure timely and accurate order fulfillment, manage carrier performance, and handle delivery escalations effectively.
- Work closely with Product Category, Tech Support, Operations, and Marketing to resolve systemic issues
- Support campaigns and launches with seamless CX planning and execution.
Revenue Enablement:
- Expertise in analyzing retention metrics, cohort performance, repeat purchase behavior, LTV, and campaign optimization to improve customer engagement and revenue growth
- Design and implement processes for cross-selling and upselling during customer support interactions.
- Train the CX team to identify revenue opportunities while maintaining a service-first mindset.
- Collaborate with Sales & Marketing teams to align on customer lifecycle journeys and value offerings.
Customer Segmentation & Analytics:
- Analyze customer data to identify trends, drop-offs, repeat behavior, and engagement opportunities.
- Build audience segmentation frameworks for targeted campaigns and personalization.
- Track campaign performance metrics including retention rate, repeat rate, churn, CAC:LTV ratio, open rates, CTR, conversion, and revenue contribution.
- Conduct A/B testing to optimize communication effectiveness and campaign ROI.
Tooling & Automation:
- Select, implement, and optimize customer support tools and CRM platforms to enhance efficiency, incorporate self-service options (like automated tracking updates), and manage workflows.
- Hands-on experience with retention and customer engagement platforms such as CleverTap and MoEngage
Policy & Compliance:
- Design and enforce clear, fair customer service policies (returns, refunds, replacements) that align with legal requirements and brand values.
Loyalty & Customer Experience
- Manage loyalty and rewards programs to improve customer advocacy and repeat purchases.
- Work closely with Customer Experience and Product teams to improve customer journeys and reduce churn.
- Gather customer insights and feedback to improve engagement and communication strategies.
Experience Needed: 6 –8 years of experience in CRM, Retention Marketing, Lifecycle Marketing, or Customer Engagement roles. Prior experience in D2C, wellness, nutraceutical, beauty, FMCG, or e-commerce brands preferred.
Qualification: Minimum Graduation.
Desire Candidate Profile:
- Strong understanding of customer lifecycle management and retention marketing.
- Hands-on experience with CRM automation tools such as MoEngage, Web Engage, CleverTap, HubSpot, or similar platforms.
- Strong analytical skills with ability to interpret data and derive actionable insights.
- Understanding of D2C consumer behavior and subscription/replenishment models.
- Familiarity with cohort analysis, funnel tracking, attribution, and campaign optimization.
- Knowledge of WhatsApp automation, email marketing, and omnichannel engagement strategies
Click on Apply to know more.