CRM & Retention Manager

About the role

We’re looking for a CRM & Retention Manager to drive customer lifetime value (LTV), engagement, and loyalty across our D2C ecosystem. This role combines strategy, analytics, and creativity — focused on strengthening customer relationships through data-led insights, automated journeys, and personalized communication across CRM channels. You’ll lead the charge in ensuring every interaction deepens brand love and fuels business growth.

What you’ll do

Lead the end-to-end CRM and retention strategy for Plum, BodyLovin’ across email, SMS, WhatsApp, and app-based channels.

Build segmentation and journey frameworks to improve retention rate, repeat purchase frequency, and overall LTV.

Collaborate with brand, tech, and creative teams to design personalized, high-converting customer journeys.

Lead the loyalty and rewards program roadmap and optimize ongoing engagement initiatives.

Define, implement, and govern CRM technology capabilities, ensuring data hygiene, access rights, and consistent reporting.

Drive data-backed experimentation — A / B testing, campaign optimization, and metric analysis to enhance performance (CSAT, NPS, CTR).

Create dashboards and reports for key CRM metrics to enable agile decision-making.

Stay ahead of market trends and competitor practices to refine CRM approaches continuously.

What we’re looking for

MBA or equivalent with 3–6 years of experience in CRM, retention marketing, or lifecycle management — preferably in Agencies, D2C, e-commerce, or beauty / personal care.

Strong understanding of CRM platforms (WebEngage, MoEngage, or equivalent) and multi-channel marketing (Email, SMS, WhatsApp).

Analytical mindset with proficiency in Excel, data visualisation, and reporting.

Experience with customer segmentation, A / B testing, and personalisation at scale.

High ownership, collaboration skills, and the ability to translate insights into actionable strategies.

Strong communication and stakeholder management skills with a bias for execution

Why this role matters

At Plum, our customers are at the heart of everything we do. As the CRM & Retention Manager, you’ll be the bridge between our data, our brand, and our people — ensuring every message feels personal, every journey adds value, and every customer relationship strengthens with time. Your work will shape how customers experience Plum — not just once, but for years to come.

Location : Thane, Mumbai