Customer Relationship Management Executive
Core
Building long-term relationships with pet parents to reduce churn and turn first-time buyers into loyal advocates through personalized post-purchase engagement.
Role type
Customer Relationship Management Executive (Retention & Lifecycle Marketing)
Builds
Personalized communication flows, retention campaigns, loyalty rewards, and subscription nudges for a D2C pet nutrition brand.
Domain
D2C E-commerce / Pet Care / Customer Retention
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
CRM management, lifecycle marketing, multi-channel communication (email, WhatsApp, SMS, calls), retention campaign design, A/B testing, data analysis, customer feedback collection
Preferred skills
WhatsApp Business API, Shopify customer data, pet care/FMCG industry experience, customer success experience
Technologies
Klaviyo, WebEngage, MoEngage, WhatsApp Business API, Shopify
Responsibilities
Own the post-purchase customer journey from order confirmation to repeat purchase nudges; Manage and maintain the CRM database with clean, actionable segments; Build and execute personalized communication flows across email, WhatsApp, SMS, and calls; Handle customer queries and concerns across channels; Coordinate with internal teams for faster issue resolution; Design and run retention campaigns, loyalty rewards, and re-engagement flows; Identify at-risk segments and trigger proactive outreach; A/B test messaging and offers to improve conversions; Collect and analyze customer feedback for product and marketing teams; Track and report on CRM campaign performance and retention metrics weekly.
