CRM Lead in Bombay, भारत

Role Overview:
We are looking for a CRM Lead to own and scale customer retention, engagement, and lifecycle growth across our D2C brands. This role is ideal for someone with a strong analytical and engineering mindset who understands how to build automated customer journeys, optimize retention funnels, and drive repeat revenue through data-led interventions.

The candidate should have prior experience working with a  D2C brand in a lifecycle/CRM/retention role, with hands-on exposure to CRM platforms, WhatsApp marketing, and multi-channel customer engagement ecosystems.

Key Responsibilities:

• Retention Strategy:
  • Own end-to-end lifecycle marketing strategy across acquisition-to-retention funnels.
  • Design and optimize customer journeys across onboarding, activation, engagement, repeat
    purchase, and reactivation stages.
  • Improve retention metrics including repeat rate, LTV, churn reduction, and customer engagement.

• CRM & Automation:
  • Manage and optimize CRM platforms and marketing automation tools.
  • Build automated workflows, segmentation frameworks, and trigger-based communication
    journeys.
  • Implement lifecycle experiments and continuously improve flows through testing and iteration.

• Channel Management:
  • Lead retention channels including:
    • WhatsApp marketing
    • Email marketing
    • SMS
    • Other emerging retention channels
  • Ensure consistent and personalized communication across all customer touchpoints.
    Cross-functional Collaboration
  • Collaborate with Performance Marketing, Creative, and brand teams to ensure lifecycle
    integration across the customer journey.
  • Align lifecycle initiatives with brand campaigns, launches, and promotional calendars

Ideal Candidate Profile:

• 8+ years of experience in CRM / Retention roles.
• An engineering degree is mandatory, with preference for candidates who demonstrate strong
  analytical, systems-thinking, and data-driven problem-solving capabilities.
• Prior experience working with a D2C or consumer internet brand is preferred.
• Hands-on experience with CRM and automation tools (e.g., MoEngage, WebEngage, CleverTap,
  HubSpot, Klaviyo, etc.).
• Experience managing WhatsApp and conversational commerce platforms.
• Strong understanding of customer funnels, segmentation, and lifecycle metrics.
• Comfortable working in a fast-paced, experimentation-driven environment.

About Encompass:
Encompass , a publicly listed company, is a House of Brands focused on building high-impact premium D2C brands. Our current brands span across home, lifestyle, and gourmet food categories. The current brand portfolio includes:
Stoa Paris - A premium home and lifestyle brand offering French-inspired bedsheets, comforters, and home décor, focused on modern design, comfort, and quality materials.
Small Batch - A gourmet food brand offering chef-crafted, small-batch sauces and condiments designed to bring premium dining flavours into everyday meals.
Blisshomes - A bold, youth-focused lifestyle brand offering personality-driven home and lifestyle products designed for modern, expressive spaces.