Retention & Loyalty Manager

COMPANY DESCRIPTION

Andamen is India’s leading men’s bridge-to-luxury DTC fashion brand, known for our timeless designs, premium craftsmanship, and commitment to delivering an exceptional customer experience. Launched in 2016, we have over two lakh customers, and operate in six product categories and 6 digital distribution channels.

Andamen is part of the Impulse Group, one of India’s leading fashion supply chain companies.

Impulse provides comprehensive design-to-delivery supply chain services to global fashion brands and retailers including SuperDry, ASOS, Next, Paul Smith, Shinsegae (Samsung Group), Walmart, Amazon, Myntra. The product categories include apparel, accessories, footwear, leather garments, home furnishings, costume jewellery and hard goods. Founded in 1982, Impulse has over 400 employees across India, Bangladesh, UK, Korea, USA, Canada.

Learn more : https : / / www.andamen.com / about-us

ABOUT THE JOB

As CRM Manager / Assistant Manager, you will be responsible for driving

customer retention, repeat revenue, loyalty and LTV

through impactful and data-led CRM strategies. This is a key role within the Growth function where you will lead lifecycle marketing campaigns, own automated journeys, and use customer insights to shape behaviour and engagement across channels i.e. WhatsApp, SMS, Email and Programs like Loyalty and Referral.

You will play a pivotal role in shaping the customer journey at every touchpoint - onboarding, activation, replenishment, win-back - and be directly responsible for CRM-led revenue contribution. You will work across functions (tech, performance, content, CX) to deliver a seamless, contextual and measurable user experience.

KEY RESPONSIBILITIES

Own the CRM strategy and calendar , building contextual journeys across the entire lifecycle – from new user onboarding and conversion to post-purchase engagement, replenishment, retention, and win-back.

Drive marketing automation at scale

using

Netcore

and

GoKwik , managing omni channel campaigns across

Email, WhatsApp, SMS, and Push

notifications.

Build and maintain customer cohorts

using behavioural, transactional, RFM, and affinity data to deliver personalized and timely communication.

Design and execute A / B tests

to optimize messaging, creative formats, triggers, send times, and CTAs for improving engagement and conversion metrics.

Monitor and improve CRM performance KPIs

including open rate, CTR, conversion rate, repeat rate, LTV, unsubscribe rate, and CRM-attributed revenue share.

Launch and manage referral and loyalty programs

to increase user engagement, incentivize repeat purchases, and drive word-of-mouth growth.

Drive CRM database growth

through owned channels by planning and executing

onsite activations

like gamified pop-ups, contests, gated content, and email / WhatsApp opt-in mechanisms across the website and landing pages.

Work cross-functionally

with content, design, CX, tech, and performance teams to ensure campaign relevance, tone alignment, and frictionless experience.

Leverage customer insights and feedback loops

to identify communication gaps, recovery opportunities (returns, cancellations, RTO), and lifecycle drop-offs.

KEY QUALIFICATIONS

3–5 years of experience in CRM / retention marketing, ideally in fashion, D2C or e-commerce.

Strong understanding of lifecycle marketing, segmentation, and cohort behavior.

Hands-on experience with tools like Netcore, Clevertap, MoEngage, or similar.

Strong analytical mindset and comfort with metrics like conversion, attribution, LTV, and churn.

Ability to collaborate across creative, tech, and performance teams.

Passion for fashion, customer experience, and data-led growth.

WHY JOIN US

Be part of a fast growing, ambitious fashion brand defining Indian design on a global stage and capturing market share in India’s premium+ to bridge-to-luxury segment.

Work with a

highly entrepreneurial, mission-driven

founding team.

Operate with

autonomy , speed, and data-led decision-making.

We have a very high paced, collaborative work culture focussed on results, not attendance, with

ample room for innovation .

Competitive salary

and performance-based incentives.

We are making some of the most exciting products in the Indian men’s fashion landscape and are looking to craft

enriching and authentic storytelling and brand experiences .