Customer Relationship Management Executive

## About the Company 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 person who keeps Zoomies' customers coming back. This role is all about building meaningful, long-term relationships with our pet parent community — through the right message, at the right time, on the right channel. You will manage the full customer lifecycle post-purchase, reduce churn, and turn first-time buyers into loyal Zoomies advocates. ## Roles & Responsibilities - Own the post-purchase customer journey, from order confirmation to repeat purchase nudges, loyalty touchpoints, and win-back flows. - Manage and maintain the CRM database, keep customer segments clean, updated, and actionable. - Build and execute personalised communication flows across email, WhatsApp, SMS, and customer outreach calls based on customer behaviour and lifecycle stage. - Handle customer queries and concerns across channels including calls, WhatsApp, email, and social platforms in a timely and empathetic manner. - Coordinate with internal teams such as operations, logistics, and marketing to ensure faster resolution of customer issues. - Design and run retention campaigns, loyalty rewards, subscription nudges, referral programmes, and re-engagement flows for lapsed customers. - Identify at-risk customer segments and proactively trigger personalised outreach and follow-up calls to reduce churn. - Build stronger customer relationships through regular engagement, feedback calls, and personalised support. - A/B test subject lines, messaging, send times, and offers to improve open rates, clicks, and conversions. - Collect and analyse customer feedback via surveys, reviews, and direct conversations to surface insights for product and marketing teams. - Track and report on CRM campaign performance and retention metrics, repeat rate, churn, LTV, NPS, weekly. ## What We're Looking For - 1–3 years of experience in CRM, retention marketing, customer engagement, or customer support roles, preferably at a D2C or e-commerce startup. - Comfortable handling customer conversations over calls, WhatsApp, and email with empathy and professionalism. - Hands-on experience with at least one CRM or marketing automation tool (Klaviyo, WebEngage, MoEngage, or similar). - Strong understanding of customer lifecycle stages and retention levers in a D2C context. - Good writing and communication skills, you can craft clear, empathetic, and engaging customer communication independently. - Data-comfortable, you can read campaign reports, spot trends, and translate numbers into next steps. - Organised, detail-oriented, and proactive, you follow through on every customer touchpoint without being asked. ## Good to Have - Experience with WhatsApp Business API or conversational marketing platforms. - Familiarity with Shopify customer data and post-purchase flows. - Prior experience in pet care, FMCG, health, wellness, or D2C brands. - Experience in customer calling, customer success, or retention-focused support roles.