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KIWI Kisan Window - Customer Lifecycle Manager

KIWI Kisan Window - Customer Lifecycle Manager

KIWI Kisan WindowUttarakhand, India
30+ days ago
Job description

Job Title : Customer Lifecycle Manager

Location : Dehradun

Experience : 4-8 years in CRM, Retention Marketing, or Lifecycle Management for FMCG / D2C brands.

About Kiwi Kisan Window

Kiwi Kisan Window is an omnichannel FMCG brand offering 250+ healthy & unique flavors of India including :

Healthy Kitchen Essentials : Pulses, oils, spices, flours, millets, dry fruits

Healthy Snacks & Beverages : Trail mixes, mukhwas, millet noodles, teas, and functional drinks

Retail Stores : 8 - Scaling to 35 by March 2026

D2C Website & Quick Commerce : Rapid 10x scale-up across Zepto, Blinkit, Instamart

As featured on Shark Tank India (Season 4, Episode 5), we're on a mission to redefine how India eats - and we're hiring a Customer Lifecycle Manager to build powerful retention journeys and maximize LTV.

Role Overview

You'll be responsible for designing and managing the entire post-acquisition journey - from welcome flows and onboarding to churn win-backs and loyalty campaigns for both online and offline customer. Your goal : maximize repeat purchase rate, AOV, and customer lifetime value across channels.

Key Responsibilities

1 Lifecycle Strategy & Planning

  • Map customer journeys and identify key lifecycle stages : new, active, high-value, dormant, churned
  • Define communication triggers and touchpoints for each stage across email, WhatsApp, SMS, web notification.
  • Segment customers using RFM and behavior data to personalize messaging

2 CRM & Automation Campaigns

  • Build and optimize flows using tools like Bitespeed,Shopify, WebEngage, MoEngage, or any CRM.
  • Manage welcome sequences, reorder nudges, replenishment flows, loyalty campaigns, and subscription renewals
  • A / B test content, send times, discount strategies, and CTAs to improve performance
  • 3 Data-Driven Retention & Upsell Tactics

  • Monitor KPIs : Repeat Rate, LTV, CAC Payback, Churn Rate, AOV
  • Launch cross-sell and bundling campaigns (e.g., "Healthy Snacking Add-ons", "Smart Kitchen Combos")
  • Identify at-risk customers and trigger win-back campaigns with curated offers and storytelling
  • 4 Loyalty, Referral & Subscription Programs

  • Build scalable loyalty / reward frameworks to increase stickiness and repeat frequency
  • Partner with tech / ops to launch or improve a subscription model for core SKUs (ghee, oils, snacks)
  • Drive referral marketing loops and build community features to deepen brand connection
  • 5 Collaboration & Insights

  • Collaborate with - CX, product, and brand teams- to improve journey gaps and UX
  • Translate customer feedback and ticket trends into better communication and retention triggers
  • Present - monthly lifecycle dashboards- to founders and growth leads
  • Key Performance Indicators (KPIs)

  • Repeat Purchase Rate- : Target - 70% within 45 days
  • Customer Lifetime Value (LTV) : - Increase LTV by 30% over 6 months
  • Churn Rate : - Reduce drop-off from first-time buyers by 25%
  • AOV Growth : - Drive bundling and upsell strategies that lift average order value
  • WhatsApp Metrics : - Open rate - 50%, CTR - 10%, Unsub < 0.5%
  • Who Should Apply ?

  • 4-8 years experience in CRM, retention, or lifecycle marketing for FMCG, D2C, or subscription-based brands
  • Hands-on with BiteSpeed, Shopify, Advance Excel, AI and any other CRM.
  • Strong command of customer segmentation, behavioral data, and funnel analytics.
  • Creative and analytical mindset - able to test, learn, and scale rapidly
  • Familiarity with Shopify, GA4, Meta pixel tracking, and attribution modeling.
  • Bonus if you've worked at : The Whole Truth, Farmley, Yoga Bar, Epigamia, Slurrp Farm, etc.
  • Why Join Kiwi Kisan Window ?

  • Lead retention strategy- for a brand scaling 10x across D2C and retail
  • Own the entire lifecycle function- from first touch to brand loyalty
  • Collaborate with founders- and top-tier teams to build a customer-obsessed company
  • Work in a Shark Tank-featured company- shaping the future of food in India
  • ref : iimjobs.com)

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