Cx Retention Lead

## About Zoomies Zoomies Petcare Pvt. Ltd. is a fast-growing, clean-label pet nutrition brand redefining how India approaches pet health. As we gear up to launch our product line, we're looking for ambitious professionals who can build markets from the ground up and grow with us. We move fast, value initiative, and reward performance. If you're driven, strategic, and thrive on creating impact in competitive markets. ## About the Role You will be the voice of Zoomies to our customers — and the voice of our customers back to the team. This role goes beyond support; you will design delight, drive repeat purchases, build loyalty programs, and ensure every pet parent who shops with us becomes a lifelong advocate. ## What You'll Own - Own the end-to-end customer experience — from first touchpoint post-purchase to loyalty and advocacy. - Manage and resolve customer queries via email, WhatsApp, and social channels with empathy and speed. - Design and execute retention strategies: email flows, SMS campaigns, loyalty programs, and subscription nudges. - Maintain and optimize a CRM/helpdesk tool (e.g., Freshdesk, Gorgias, Zendesk). - Identify patterns in customer complaints, returns, and feedback to surface product and ops improvements. - Work with the marketing team to build lifecycle email/WhatsApp sequences (welcome, win-back, post-purchase). - Track NPS, CSAT, repeat purchase rate, and churn — report weekly insights to the founding team. - Own the Zoomies brand voice in every customer communication. - Create SOPs, response templates, and training docs for customer-facing communications. - Build community initiatives (e.g., pet parent WhatsApp groups, loyalty clubs) to deepen engagement. ## What We're Looking For - 2–5 years of experience in CX, retention, or lifecycle marketing in a D2C or e-commerce startup. - Excellent written and verbal communication in English (Hindi a plus). - Experience with CRM or helpdesk tools and email/WhatsApp marketing platforms. - Strong empathy with the ability to de-escalate, resolve, and delight. - Data-driven — comfortable with retention metrics, cohort analysis, and reporting. - Startup mindset — scrappy, fast, and proactive. ## Good to Have - Experience with Klaviyo, WebEngage, or MoEngage for lifecycle marketing. - Prior experience with subscription-based D2C brands. - Passion for pets and pet health.